Service Desk Analyst

Kendra Scott • Full-time • Austin, TX, US • 2w ago

SERVICE DESK ANALYST - HOME OFFICE- KENDRA SCOTT

About Kendra Scott 
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. 

Overview
We are looking for a customer service-oriented Service Desk Analyst to provide technical support to users in an efficient and accurate manner. You will be performing front line engagement and will solve basic technical problems and provide support for all assigned areas. The goal is to make sure that efficient and effective Service Desk services are maintained to the standards set forth by the company.

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