Service Desk Analyst Job at Lilly Pulitzer
Sugartown Worldwide LLC
Job Type:
Regular
King of Prussia, PA - Home Office
Pennsylvania
Job Description
The Service Desk Analyst provides first level technical support to Lilly Pulitzer employees and retail store locations. This position is primarily responsible for support requests received via submitted tickets to the Service Desk ITSM system (ServiceNow), emails, telephone calls, and in person. They must ensure that all requests are researched and resolved in a timely manner in accordance with current Service Desk standards and service levels.
The Service Desk Analyst must maintain knowledge and support in Windows and Mac based operating systems, MS Office 365, Active Directory, and remote support applications. In addition, they must understand Lilly Pulitzer’s business applications and retail specific hardware.
The ideal candidate will have experience working within a retail/omni-channel environment. This includes supporting enterprise applications and a user base made up of home office and retail employees. This position will handle escalations requiring critical and creative thinking, troubleshooting and isolation capabilities, as well as detailed analytical skills. The ability to think and act swiftly in a fast-paced, professional environment is key. Great communication skills are a must.
PRIMARY JOB DUITIES:
Respond with an upbeat attitude to telephone calls, automated requests, email, and other requests for technical support
Log and track inquiries using ServiceNow to maintain historical records and incident documentation.
Translate successful resolution steps to repeatable processes and knowledge documents.
Proficient in supporting a majority Windows OS environment with a distributed user base, including Microsoft 365 (Email, Office Suite, Teams Video Conferencing)
Strong knowledge and background supporting Apple products and technologies, including Macintosh Workstations, iPhone, iPad, and iPod Touch devices.
Properly identify, research and resolve technical problems for users by providing guidance regarding software and hardware problems
Prioritize incidents and requests to ensure that inquiries are resolved appropriately, and apply the escalation process when necessary
Manage users’ expectations throughout the life cycle of their request
Follow up with users to ensure their inquiries are resolved within the contracted or agreed upon time-frame
React to high priority requests and support, and interface with VIP/executive level personnel
Configure new user equipment and accounts
Participate in the after-hours on-call rotation
Contribute to strategic technology projects as needed
Perform other duties as assigned by management
Understand the Lilly Pulitzer business
SKILLS REQUIRED TO PERFORM SUCCESSFULLY:
Superior customer service skills with the ability to successfully handle demanding users while working on strict deadlines
Experience supporting corporate and field support with a retail focus
The ability to work as an individual efficiently and manage multiple priorities
Proficient in supporting MS Operating Systems and MS Office 365 suite
Ability to troubleshoot remote user’s internet connectivity
Basic understanding of Mobile Device Management and Endpoint Imaging technologies (Meraki MDM, JAMF, BigFix)
Strong organizational skills with the ability to manage priorities and workflow while providing accurate documentation and accountability
Ability to understand and follow written and oral instructions, with acute attention to detail
Ability to work in a fast-paced team environment
Versatility, flexibility, and a willingness to work within constantly changing priorities and hours
A basic understanding of networking concepts
Understanding of Retail POS and other retail IT systems
Maintains professional and technical knowledge through self-motivation or by attending educational workshops
REQUIRED EDUCATION/EXPERIENCE:
A four-year technology focused bachelor's degree or experience in a related field is preferred.
Prior experience is not required but some Service Desk experience is preferred.
MISCELLANEOUS:
This position is classified as full-time, hourly, non-exempt and is eligible for overtime with proper authorization. This position is eligible for standard company fringe benefits.
Given the seasonality of the business, this position may require flexible, additional working hours during peak periods
Ability to travel to retail locations and satellite offices
This position is reviewed annually
Lilly Pulitzer® is an Equal Opportunity Employer.
Lilly Pulitzer® participates in E-Verify.
Please Note :
blog.nvalabs.org is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, blog.nvalabs.org provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, Site.com is the ideal place to find your next job.
Job Type:
Regular
King of Prussia, PA - Home Office
Pennsylvania
Job Description
The Service Desk Analyst provides first level technical support to Lilly Pulitzer employees and retail store locations. This position is primarily responsible for support requests received via submitted tickets to the Service Desk ITSM system (ServiceNow), emails, telephone calls, and in person. They must ensure that all requests are researched and resolved in a timely manner in accordance with current Service Desk standards and service levels.
The Service Desk Analyst must maintain knowledge and support in Windows and Mac based operating systems, MS Office 365, Active Directory, and remote support applications. In addition, they must understand Lilly Pulitzer’s business applications and retail specific hardware.
The ideal candidate will have experience working within a retail/omni-channel environment. This includes supporting enterprise applications and a user base made up of home office and retail employees. This position will handle escalations requiring critical and creative thinking, troubleshooting and isolation capabilities, as well as detailed analytical skills. The ability to think and act swiftly in a fast-paced, professional environment is key. Great communication skills are a must.
PRIMARY JOB DUITIES:
Respond with an upbeat attitude to telephone calls, automated requests, email, and other requests for technical support
Log and track inquiries using ServiceNow to maintain historical records and incident documentation.
Translate successful resolution steps to repeatable processes and knowledge documents.
Proficient in supporting a majority Windows OS environment with a distributed user base, including Microsoft 365 (Email, Office Suite, Teams Video Conferencing)
Strong knowledge and background supporting Apple products and technologies, including Macintosh Workstations, iPhone, iPad, and iPod Touch devices.
Properly identify, research and resolve technical problems for users by providing guidance regarding software and hardware problems
Prioritize incidents and requests to ensure that inquiries are resolved appropriately, and apply the escalation process when necessary
Manage users’ expectations throughout the life cycle of their request
Follow up with users to ensure their inquiries are resolved within the contracted or agreed upon time-frame
React to high priority requests and support, and interface with VIP/executive level personnel
Configure new user equipment and accounts
Participate in the after-hours on-call rotation
Contribute to strategic technology projects as needed
Perform other duties as assigned by management
Understand the Lilly Pulitzer business
SKILLS REQUIRED TO PERFORM SUCCESSFULLY:
Superior customer service skills with the ability to successfully handle demanding users while working on strict deadlines
Experience supporting corporate and field support with a retail focus
The ability to work as an individual efficiently and manage multiple priorities
Proficient in supporting MS Operating Systems and MS Office 365 suite
Ability to troubleshoot remote user’s internet connectivity
Basic understanding of Mobile Device Management and Endpoint Imaging technologies (Meraki MDM, JAMF, BigFix)
Strong organizational skills with the ability to manage priorities and workflow while providing accurate documentation and accountability
Ability to understand and follow written and oral instructions, with acute attention to detail
Ability to work in a fast-paced team environment
Versatility, flexibility, and a willingness to work within constantly changing priorities and hours
A basic understanding of networking concepts
Understanding of Retail POS and other retail IT systems
Maintains professional and technical knowledge through self-motivation or by attending educational workshops
REQUIRED EDUCATION/EXPERIENCE:
A four-year technology focused bachelor's degree or experience in a related field is preferred.
Prior experience is not required but some Service Desk experience is preferred.
MISCELLANEOUS:
This position is classified as full-time, hourly, non-exempt and is eligible for overtime with proper authorization. This position is eligible for standard company fringe benefits.
Given the seasonality of the business, this position may require flexible, additional working hours during peak periods
Ability to travel to retail locations and satellite offices
This position is reviewed annually
Lilly Pulitzer® is an Equal Opportunity Employer.
Lilly Pulitzer® participates in E-Verify.
Please Note :
blog.nvalabs.org is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, blog.nvalabs.org provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, Site.com is the ideal place to find your next job.