IT Operations & Service Management Analyst

Kendra Scott is a fashion-lifestyle brand founded on Family, Fashion, and Philanthropy. We believe our employees and customers are the heart and soul of our brand, and giving back is the truest form of success. Our design facilities in Austin, Texas, blend fashion with innovation, supporting a growing retail environment nationwide.

About the role

We are seeking a customer service-oriented IT Operations & Service Management Analyst to provide first-level technical support to users efficiently and accurately. This role involves front-line engagement, resolving basic technical issues, and ensuring effective Service Desk services aligned with company standards.

Responsibilities

• Provide first-level contact and resolutions to customer issues
• Escalate unresolved queries to the next level of support
• Track, route, and redirect problems to appropriate resources
• Update customer data and produce activity reports
• Guide customers through problem-solving processes
• Follow up with customers, provide feedback, and ensure resolution
• Utilize excellent customer service skills and exceed customer expectations
• Ensure proper recording, documentation, and closure of issues
• Recommend procedure modifications or improvements
• Maintain and expand knowledge of Service Desk procedures, products, and services

Requirements

• Minimum of 2 years of experience in an End User Services capacity
• Ability to maintain composure and customer focus while troubleshooting technical issues
• Ability to prioritize and multi-task in a fast-paced environment
• Ability to work successfully as part of a team
• Flexible schedule, including holidays and weekends
• Proficiency in English (spoken and written)
• Basic skills in hardware, software, and user provisioning/administration
• Strong troubleshooting and problem-solving skills
• Proficiency in managing both Windows and iOS environments
• Working knowledge of common infrastructure technologies and tools (Meraki, O365, Azure AD, WorkspaceOne, Bomgar)
• Working knowledge of Service Desk software (ServiceNow)
• Understanding of ITIL and Service Management practices
• Effective communication (written and verbal) with technical teams, business partners, and end users
• Ability to coordinate and prioritize multiple tasks while maintaining attention to detail and quality