IT Helpdesk Specialist

Kendra Scott; Austin (TX); On-site; USD 46,000 - 62,000; Full time

Job summary

Kendra Scott is seeking a Service Desk Analyst to provide front-line technical support to users. You will diagnose and resolve basic issues, document activities, and escalate complex problems to higher-level teams.

This role emphasizes strong customer service, teamwork, and meticulous problem solving in a fast-paced environment. Based in Austin, TX, the position requires familiarity with Windows and iOS, plus ITIL knowledge.

Qualifications

• Minimum 2 years of experience in End User Services.
• Ability to maintain composure and customer focus while troubleshooting.
• Ability to prioritize and multi-task in a fast-paced environment.
• Proficiency in English, both spoken and written.
• Experience with Windows and iOS environments.
• Knowledge of ITIL and Service Management practices.

Responsibilities

• Provide first level contact and convey resolutions to customer issues.
• Properly elevate 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.
• Preserve and grow knowledge of Service Desk procedures, products, and services.

Skills

Customer service

Problem solving

Teamwork

Multitasking

English proficiency

Tools

Meraki

O365

Azure AD

WorkspaceOne

Bomgar

ServiceNow

Job description

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.

Position 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 elevate 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

We are an equal opportunity employer and value diversity at our company.