Job Description
At RH we believe deeply that the “right” people are our greatest asset. We value people with high energy, who possess the ability to energize others. People who are smart, creative and have a point of view. People who see the answer in every problem, versus those who see the problem in every answer. People who are driven, determined and won’t take “no” for an answer. We value team players, people who are more concerned with what’s right, rather than who’s right.
RESPONSIBILITES INCLUDE:
- Analyzes and resolves incidents/requests regarding the use of application software or hardware.
- Logs and tracks incidents/requests from identification through resolution in incident management software.
- Communicate with other service resources involved in resolution to ensure incidents are resolved, requests are fulfilled, and customer communication is complete.
- Engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.
- Documents resolutions and internal procedures & updates self-help and staff knowledge bases.
- Creates a positive customer support experience and builds strong relationships through engaged listening and understanding, problem-solving, ensuring timely resolution or escalation, communicating promptly on progress, and maintaining a consummately professional attitude.
- Maintains and protects confidentiality with regard to all aspects of employee information.
REQUIREMENTS:
- Competency in Windows OS, Mac OS, Gmail, MS Office Suite, AS400, Warehouse Management software
- Understanding Network terminology as well as how devices on a network communicate.
- Basic User & Security Group administration through Active Directory.
- Willingness to learn continuously evolving company & industry-specific applications, technology, and terminology.
- Demonstrated ability & desire to provide first-rate customer service.
- Excellent written and verbal communication skills, team player.
- Excellent organizational & time management skills with strong attention to detail.
- Proven analytical & problem-solving skills.
About Us
RH is an equal opportunity employer and does not discriminate against any applicant on the basis of race, color, religion, national origin, gender, marital status, age, disability, sexual orientation, military/veteran status, or any other status protected by federal or state law or local ordinance.
At RH, we are committed to promoting pay equity. Rate of pay is determined based on each individual’s experience, qualifications, and the geographic location of the role.