IT Operations & Service Management Analyst

About the role

We are a fashion-lifestyle brand of big dreams, colorful confidence, and inspired design. Founded on Family, Fashion and Philanthropy, we believe that our employees and customers are the heart and soul of our brand, and that giving back is the truest form of success. Fashion meets innovation in the design of our two state-of-the-art facilities based in the heart of Austin, Texas, and overflows into the design of our growing retail environment across the country. We are looking for a customer service-oriented Service Desk Analyst to provide technical support to users in an efficient and accurate manner.

Objectives of this Role

• Providing first level contact and convey resolutions to customer issues
• Properly escalating unresolved queries to the next level of support
• Tracking, escalating, and redirecting incidents and problems to appropriate resources

Responsibilities

• Provide first level contact and convey resolutions to customer issues
• Properly escalate unresolved queries to the next level of support
• Track, route, and redirect problems to correct resources
• Update customer data and produce activity reports
• Walk customers through problem solving process
• Follow up with customers, provide feedback and see problems through to resolution
• Utilize excellent customer service skills and exceed customers’ expectations
• Ensure proper recording, documentation, and closure
• Recommended procedure modifications or improvements
• Preserve and grow your knowledge of Service Desk procedures, products, and services

Basic Qualifications

• Minimum of 2 years of experience working in an End User Services capacity
• Ability to maintain composure and customer focus while troubleshooting and solving technical issues
• Ability to prioritize and multi-task in a fast-paced environment
• Ability to work successfully as part of a team
• Ability to work a flexible schedule inclusive of holidays and weekends
• Proficiency in English, both spoken and written
• Basic skills related to hardware, software, and user provisioning/administration
• Basic troubleshooting and problem-solving skills
• Proficiency in managing both Windows and iOS environments
• Working knowledge managing 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
• Ability to communicate effectively, both written and verbally, with technical teams, business partners, and end users
• Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality