IT Service Desk Specialist

Digital and Technology at Abercrombie & Fitch is fundamental to designing, sourcing, developing, and delivering fashion-forward merchandise to our customers. We are committed to implementing new strategic and systematic approaches to generate dynamic technology solutions for our growing business. The Abercrombie IT Service Desk is a high energy, customer-oriented team providing technical support to each of Abercrombie’s core global business functions including corporate, distribution, and retail store environments in a 24x7x365 call center. Service Desk Specialists provide support through analysis and problem solving to facilitate the resolution of technology-related incidents. Service Desk Specialists engage with Abercrombie associates located throughout the world utilizing phone, email, chat, and remote communication technologies to provide service.

Responsibilities

Provide Tier 1 technical support to corporate, distribution, and retail store associates for basic software and hardware troubleshooting; Demonstrate qualities representative of A&F’s unique culture with a strong appreciation for customer service, inclusiveness, and a casual hospitality; Support retail operations by providing coaching and guidance to store associates; Troubleshoot problems to resolution or escalate when necessary; Document incidents, comments, and resolutions within the incident management system, utilizing available knowledge resources; Fulfill hardware and software requests by coordinating and completing configuration and installation; Perform end-user training as it regards assistance with supported applications and services

Requirements

BA/BS Degree or related experience; Excellent customer service skills; Hard working, reliable, and dependable; Ability to work within a team environment, sharing workload and responsibilities; Quick to adapt and eager to learn; Effective verbal, phone, written, and interpersonal communication skills; Capable of maintaining corporate and job-related confidential information; Technical and Analytical skills including Computer literate and working knowledge of operating systems (Windows/Mac), word processing (Microsoft Word), spreadsheet (Excel) and E-Mail (Outlook) software applications required; Familiarity with mobile device hardware and operating systems (iOS/Android)

Benefits

Incentive bonus program; 401(K) savings plan with company match; Annual companywide review process; Flexible spending accounts; Medical, dental and vision insurance; Life and disability insurance; Associate assistance program; Paid parental and adoption leave; Access to fertility and adoption benefits through Carrot; Access to mental health and wellness app, Headspace; Paid Caregiver Leave; Mobile Stipend; Paid time off and one paid volunteer day per year, allowing you to give back to your community; Work from anywhere (Mondays and Fridays are work from anywhere days for most roles and six work from anywhere weeks per year); Seven associate wellness half days per year; Merchandise discount on all of our brands; Opportunities for career advancement, we believe in promoting from within; Access to multiple Associate Resource Groups; Global team of people who will celebrate you for being YOU!