Service Desk Analyst

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.

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.

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.