Service Desk Analyst I

Profile

POSITION SUMMARY: 

Provide IT support to customers on typical issues; troubleshoot system issues and guide callers through inquiries.

This role focuses primarily on client support for corporate and retail associates of the organization.   

PRIMARY RESPONSIBILITIES/ACCOUNTABILITIES OF THE JOB: 

• Research, respond, and resolve technical questions or issues received via telephone calls, emails, PVH Assist and callbacks in accordance with current PVH standards, to ensure timely distribution of knowledge and positive impact on customer satisfaction.
• Escalate complex issues to senior team members while ensuring service timeliness and high satisfaction delivery.
• Provide additional assistance or research information to team members working on the escalated problem.
• Acquire and maintain current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to customers
• Attend technical training sessions to advance technical and business knowledge, communication methodologies, and writing skills.
• Provide rotational shift coverage support 365 days per year.

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QUALIFICATIONS & EXPERIENCE:

Experience:           

• Minimum of 1 year of experience in providing IT support. 

Education:  

• High school diploma is required.
• Technical degree or experience is preferred.

Skills: 

• Understand relevant operating systems, applications, and/or languages.
• Ability to interact effectively at all levels of the organization; Strong customer, quality, and results orientation.

Company info

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