Analyst , Service Desk

Position: Analyst I, Service Desk
Job Summary The AMC Service Desk is the “Primary Technical Support Contact” for theatres. The Analyst I, Service Desk position effectively supports theatres in achieving AMC's goal of providing a best-in-class guest experience. This is accomplished through technical support that excels in speed of service, transparency, and partnerships, utilizing phone, e-mail, voicemail, and ticketing software.

This position is based in Leawood, Kansas, with remote eligibility.

What you will be doing:

Handle all incoming calls in a friendly, courteous, and professional manner

Ensure all incoming calls are answered live within an average of 90 seconds

Accurately document incoming calls, e-mail request and voicemail messages into ticketing software in accordance with our Service Level Agreement (SLA)
Process voicemail and emails in a timely manner, prioritizing responses by business needs and documented procedures

Establish and maintain rapport with field managers by listening, empathizing, and answering questions

Ensure all Service Desk tickets are resolved in accordance with our Service Level Agreement (SLA) by identifying the service level for the ticket, properly documenting incident details and actions taken to troubleshoot, validating the resolution, and getting confirmation from the theatre that the issue has been resolved

What we need from you:

High School Degree1+ years of experience in customer service2+ months of experience in an IT-related discipline, or 1+ years of experience as an AMC Manager Working knowledge of help desk productivity tools, including call handling, ticketing software systems, and general MS Office applications

Ability to follow documented procedures and knowledge articles

Good oral and written communication skills

Ability to summarize and document complex technical issues while resolving them Ability to effectively prioritize and execute tasks during periods of increased work volume

Strong attention to detail

What we also value (preferred):

IT Certification (CompTIA A+, Network+, and/or IT Fundamentals)
Degree in a computer-related discipline1+ years of experience in help desk or support-related positions

Effective collaboration with peers on varying technical issues while remaining effective on individual tasks

Minimum qualifications:

High School Degree1+ years of experience in customer service2+ months of experience in an IT-related discipline, or 1+ years of experience as an AMC Manager Why Work at AMC?

Do you speak in movie quotes? Have a movie moment that changed your life? If you love all things movies, you may be a perfect fit for our team!

AMC has propelled industry innovation since 1920, and we continue to innovate by delivering premium sight and sound, new and improved food and beverage options, and diverse content in our state-of-the-art theatres.

AMC supports personal well-being and work-life balance with a benefits package designed to promote health and happiness, both inside and outside of work.

Hybrid work schedule (remote/in-office) for most corporate roles

Annual bonus potential

Accrued vacation and absentee time plus 12 paid holidays, including an additional day for your birthday

Reduced working hours on Fridays during the summer to enjoy more of what you love outside the office

Comprehensive medical, dental, and vision coverage

Free, confidential access to the Employee Assistance Program (EAP), supporting the whole person through everyday stressors and major life moments
401(k) match to support your financial goals

A relaxed, collaborative office environment with Coca-Cola Freestyle machines

Convenient on-site gym facility

Daily free popcorn and discounts on food and drinks (excluding alcoholic beverages)
Special savings on AMC gift cards

And of course—FREE movies at any AMC theatre nationwide and the ability to provide up to 8 friends and family movie passes

Compensation

AMC provides a compensation range for open positions where required. Factors that may be used to determine actual compensation may include, but are not limited to, a specific skill set, relevant experience or geographic location. The compensation range for this position may be lower or higher in different markets based on…