Analyst I, Service Desk

at  AMC Theatres

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.

JOB DESCRIPTION

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.

What you’ll 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 Degree
• 1+ years of experience in customer service
• 2+ 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 discipline
• 1+ years of experience in help desk or support-related positions
• Effective collaboration with peers on varying technical issues while remaining effective on individual tasks

AMC team members enjoy a very competitive benefits package including a hybrid (remote/in-office) schedule for most positions, accrued vacation/absentee time, medical/dental/vision coverage, 401(k) match, an open and casual work environment equipped with Coca-Cola Freestyle machines, half off eats and drinks at the theatre, and most importantly for us movie people…FREE movies at any of our theatres nationwide!
AMC’s company culture is focused on innovation and diversity to ensure that we provide the latest and greatest experience for our guests and associates. We lead by example in doing what is right and take responsibility for our own results and our company’s success. Our open work environment promotes teamwork and unscripted conversations, resulting in fast solutions and therefore, better outcomes.
We appreciate your interest in AMC and look forward to seeing you at the movies!
AMC and its subsidiaries are committed to equal employment opportunity and complies with all applicable federal, state, and local employment laws. AMC strictly prohibits and does not tolerate discrimination and will provide equal employment opportunities to all applicants without regard to an applicant’s race, color, religion, creed, gender, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, age, disability, military status, veteran status, genetic information, or any other reason prohibited by applicable federal, state, or local law, regulation, or ordinance. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, promotion, discipline, compensation, benefits, and termination of employment.

MINIMUM JOB REQUIREMENTS

• High School Degree
• 1+ years of experience in customer service
• 2+ months of experience in an IT-related discipline, or 1+ years of experience as an AMC Manager

• 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 resolve