Service Desk Analyst

Information TechnologyHybrid Remote, City of Industry, California

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Description

At Torrid we're committed to cultivating a welcoming, inclusive and diverse culture driven by a focus on open dialogue, empowerment, recruiting, training, development and retention. We believe inclusion of diverse backgrounds and perspectives is fundamental to our success. 

SHIFT: Friday - Tuesday- 7:00 AM - 3:30 PM Onsite 2 days a week

As a Service Desk Analyst, you will assist with resolving hardware, software, and security-related issues for users across our store, HQ, and warehouse locations. You will collaborate closely with other IT teams to escalate issues that fall outside your expertise.
Your role will require a balance of technical problem-solving, adherence to processes, teamwork, documentation, and, above all, exceptional customer service. The goal is to ensure that all personnel can effectively utilize IT solutions to succeed in their roles.
 
What You’ll Do:  
  • First and foremost a Torrid IT Service Desk Analyst is accountable for producing an amazing customer experience with every interaction they have with a Torrid employee, partner or vendor.  
  • Ensures timely and effective resolution to all Service Desk calls and tickets by providing technical and procedural support, resolving user issues in accordance with to established standards and documentation.
  • Manage service requests to make sure that they are SLAs are met and provide status updates to customers.
  • Investigating, diagnosing, resolving and/or escalating incidents and problems.
  • Ensures accurate data collection, follow-up, tracking and assignment of incidents and service requests through ServiceNow.
  • Adheres to Service Standards by courteously answering all Service Desk calls and meeting the expectation that 90 % of calls are answered within 5 minutes.
  • Participates in the configuration, deployment, maintenance and support of PCs, Macs, printers, phones, network hardware and POS equipment.
  • Coordinates issue resolution with other support areas such as Store Systems, IT Operations, IT Infrastructure, and IT Applications.

 

What You’ll Need:

  • 3+ years of IT Service Desk experience with expertise in Microsoft Windows Desktop, Windows Server, Office/M365, Active Directory, Apple Mac, MacBook, macOS, and mobile device support for iOS and Android.
What You'll Get:  
  • A culture where people are accepted and encouraged to be who they are.
  • Competitive compensation, 401k with company matching contribution, plus potential to earn company performance-based bonuses.
  • Comprehensive wellness package including, medical, dental, vision, and Flexible Spending Account
  • Generous 50% employee discount and access to employee-only sales.
  • Support the causes you’re passionate about. We pay you up to 32 hours annually for volunteering your time in the community.
  • Tuition reimbursement program
  • Employee Assistance Program (EAP) - Aimed at helping employees address a variety of personal and family issues including legal financial consultations, mental health services and more.
  • Discounts on cell phones, and computer purchases, entertainment tickets and more.
  • Pet insurance for your fur babies.
  • Work and learn alongside industry-leading executives while making huge strides in impacting the lives of women.
  • You’ll be challenged and grow. Opportunity for upward mobility is available at all levels of the organization. 
We are a proud Equal Opportunity Employer and will not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any other protected status. If you are unable or limited in your ability to use or access www.torridcareers.com you can request reasonable accommodations by sending an email to [email protected]. Only messages left for this purpose will be returned. Salary $23.15- $28.93
 
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Our company participates in E-Verify. E-Verify is a program that electronically confirms a candidate’s eligibility to work in the United States after completing the Employment Eligibility Verification (Form I-9). The information provided on the Form I-9 is compared to the records contained in the Social Security Administration and Department of Homeland Security (DHS) databases. This helps employers verify the identity and employment eligibility of newly hired employees.

E-Verify Poster: https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf
Eligibility to Work Poster (English): https://www.e-verify.gov/sites/default/files/IER_RightToWorkPoster.pdf
Eligibility to Work Poster (Spanish): https://www.e-verify.gov/sites/default/files/everify/posters/IER_RighttoWorkPosterES.pdf
California Privacy Rights Act (CPRA): https://careers.jobvite.com/torrid/2023-CPRA-Applicant-Notice.pdf
EEO Poster: https://www.eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf