Desktop Support Engineer

About the role

Provide an exceptional technology experience for Gap Inc. employees by listening, asking questions, soliciting feedback, assessing and responding appropriately to customers’ device hardware and application issues, requests, and needs in an efficient and timely manner.

Responsibilities

• Determine appropriate and alternative solutions from mostly defined procedures and options.
• Research, diagnose, resolve, or escalate technical and procedural issues from multiple service channels using multiple tools and documented processes.
• Deliver a positive customer experience by creating a welcoming environment and providing best‑in‑class service through all support channels, both in person and virtually.
• Ensure consistency in service quality and capabilities for an overall high level of customer satisfaction.
• Demonstrate a sound understanding of relevant technologies and application products, and understand the customer in a technology support environment.

Qualifications

• Excellent interpersonal and customer service skills, with the ability to develop and maintain good relationships with business partners and at all levels of the organization.
• Ability to learn and apply process and technical knowledge in problem solving, multitask work, and keep stakeholders informed.
• Personal accountability to meet key performance measurements.