Job description
Brand Overview:
ascena is a leading national specialty retailer offering apparel, shoes, and accessories for women through our brands Ann Taylor, LOFT, and Lou & Grey, Lane Bryant and Cacique. We operate ecommerce websites and over 1200 stores throughout the United States.
Ready to apply? We currently have an opportunity for a Service Desk Analyst I to join our team located at our Ascena Corp ETNA-ascena-Pataskala, OH 43062.
Position Overview:
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.
- Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service.
- 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 but are subject to change to meet the business support need.
Location:
Ascena Corp ETNA-ascena-Pataskala, OH 43062
Position Type:
Regular/Full time
Equal Employment Opportunity
The Company is committed to hiring and developing the most qualified people at all levels. It is our policy in all personnel actions to ensure that all associates and potential associates are evaluated on the basis of qualifications and ability without regard to sex (including pregnancy), race, color, national origin, religion, age, disability that can reasonably be accommodated without undue hardship, genetic information, military status, sexual orientation, gender identity, or any other protected classification under federal, state, or local law. We do not discriminate in any of our employment policies and practices. All associates are expected to follow these principles in all relationships with other associates, applicants, or others with whom we do business.
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