Analyst I - Service Desk

Knitwell Group

20d • Remote

About The Position

About us KnitWell Group, a specialty retail operating company, comprises some of the most iconic brands in America – Ann Taylor, Chico's, Haven Well Within, Lane Bryant, LOFT, Soma, Talbots, White House Black Market. Individually, our brands are unique and strong. Together, we are powerful. Our common thread is our commitment to create exceptional products, provide memorable experiences, and achieve superior results. Our associates are innovators who thrive through collaboration and are dedicated to excellence. At the heart of it all are the customers we serve. We are dedicated to creating fashion that not only looks good but also makes our customers feel good. Service Desk Analyst I What you'll do: Ascena is looking for a technical support analyst for a position within the Service Desk team that serves as a single point of contact for all corporate office and store technology issues within Ascena brands. This position reports to the Service Desk Leadership team and is responsible for handling incoming calls and requests from our store and corporate office associates and providing high quality customer service. This person needs to be proficient at multi-tasking and balancing priorities in a fast-paced and dynamic environment. Provide tier 1 technology support to associates working in our stores and corporate offices. Escalate support issues to appropriate technical staff Submit vendor service requests for the Point of Sale (POS) and other break-fix processes. Minimum Job Qualifications: Our associates primarily contact the Ascena Service Desk via phone so excellent communication skills and ability to handle high call volume is a must. Ability to multi-task in a dynamic and fast-paced environment. Previous experience working in a technology support role is preferred. Strong verbal and written communication skills. Familiarity with POS technologies and support processes. Knowledge of Windows operating systems, Microsoft Office, and related client hardware. Understanding of network fundamentals and tools used to determine if a device has networking connectivity. Ability to troubleshoot and understand the relationship between client and server applications. Understanding of mobile device technology, including configuring wireless and Exchange email access on iOS devices. Familiarity with ITIL Framework. Understanding of Active Directory account management, particularly password resets in a multi-domain environment. Familiarity with MAC operating system and hardware is a plus. Hours of operation: The ascena Service Desk is a 24x7x365 operation to best support corporate services, supporting offshore teams and onshore projects/ releases. Store support operates during most core operating hours of stores across the US and Canada. Office hours range from 7am-11pm Mon-Sun. Due to the needs of the business, there may be times where overtime work is required. Location: Corporate ascena – Remote Position Type: Regular/Full time Equal Employment Opportunity The Company is an equal opportunity employer and welcomes applications from diverse candidates. Hiring decisions are based upon a candidate's qualifications as they relate to the requirements of the position under consideration and are made without regard to sex (including pregnancy), race, color, national origin, religion, age, disability, genetic information, military status, sexual orientation, gender identity, or any other category protected by applicable law. The Company is committed to providing reasonable accommodations for job applicants with disabilities. If you require an accommodation to perform the essential duties of the position you are seeking or to participate in the application process, please contact [email protected]. The Company will make reasonable accommodations for otherwise qualified applicants or employees, unless such accommodations would impose an undue hardship on the operations of the Company’s business. The Company will not revoke or alter a job offer based on an applicant’s request for reasonable accommodation. KnitWell Group, a specialty retail operating company, comprises some of the most iconic brands in America – Ann Taylor, Chico's, Haven Well Within, Lane Bryant, LOFT, Soma, Talbots, White House Black Market. Individually, our brands are unique and strong. Together, we are powerful. Our common thread is our commitment to create exceptional products, provide memorable experiences, and achieve superior results. Our associates are innovators who thrive through collaboration and are dedicated to excellence. At the heart of it all are the customers we serve. We are dedicated to creating fashion that not only looks good but also makes our customers feel good. To reduce potential fraud, we remind all applicants: • It won’t cost you money to apply for a job with us. Our brands will never ask for money – that includes a wire transfer or a credit card. There will be no charge for equipment, background checks or other expenses in submitting a job application with us. • We will never ask for your bank account information as part of the interview process. Your bank account information should only be entered during the onboarding process after you are hired to set up direct deposit of wages. • Interviews will be conducted in-person or through a secure video call, using a teleconference application that uses email addresses only (not telephone numbers). • Watch closely for email addresses with misspelled or “spoofed” company names in communications during the interview process. Examples of suspicious addresses include “[email protected]” instead of “[email protected],” and misspelled company names like “[email protected]” or “[email protected].” • If you do apply to our Brands through an official job board site rather than using our official website (https://www.ascena.com/home/our-careers/work-with-us/), report suspicious communication immediately to the site or platform used to submit your job application (such as an official job board site). • If you have any questions or are not sure if you’ve applied to our Brands, please reach out to [email protected] to confirm. • If you believe you may be a victim of a scam, please contact your local law enforcement.

Requirements

• Our associates primarily contact the Ascena Service Desk via phone so excellent communication skills and ability to handle high call volume is a must.
• Ability to multi-task in a dynamic and fast-paced environment.
• Previous experience working in a technology support role is preferred.
• Strong verbal and written communication skills.
• Familiarity with POS technologies and support processes.
• Knowledge of Windows operating systems, Microsoft Office, and related client hardware.
• Understanding of network fundamentals and tools used to determine if a device has networking connectivity.
• Ability to troubleshoot and understand the relationship between client and server applications.
• Understanding of mobile device technology, including configuring wireless and Exchange email access on iOS devices.
• Familiarity with ITIL Framework.
• Understanding of Active Directory account management, particularly password resets in a multi-domain environment.

Nice To Haves

• Familiarity with MAC operating system and hardware is a plus.

Responsibilities

• Provide tier 1 technology support to associates working in our stores and corporate offices.
• Escalate support issues to appropriate technical staff
• Submit vendor service requests for the Point of Sale (POS) and other break-fix processes.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed