Analyst I - Service Desk

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.