Role Summary:
URBN is looking for an IT Support Analyst who will be accountable for day-to-day operations and support of all activities surrounding incident management and delivery SLA’s for retail stores.

Role Responsibilities:

• Managing incoming tickets through all medium (portal, phone, email, chat, etc.) providing initial troubleshooting and triaging and either resolving or escalating as necessary
• Responding to all incident requests from stores and business partners to meet or exceed established Service Level Agreements (SLAs)
• Maintaining day to day contact with team members for issue trends
• Familiarize and contribute to continuous improvement methodologies in day-to-day policies and procedures with other IT Support teams to provide decreased incidents from retail stores and corporate office users.
• Being customer-focused with the ability to remain positive & professional in difficult situations
• Being dependable, flexible and showing a strong work ethic

Role Qualifications:

• Basic understanding of Windows operating systems and general computer operations
• Capable problem analysis skills
• Ability to function as a team member in a fast-paced support environment
• High sense of pride in driving issues to resolution, ownership in delivering excellent service and ability to recognize trending issues with recommendations for resolution
• Enthusiasm about problem solving
• Must be a team playerExcellent oral and written communications
• Ability to lift up to 50 pounds

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The Perks:
URBN offers comprehensive Perks & Benefits to employees. Availability and eligibility to specific benefits may be subject to your location and employment status. Benefits include medical, dental, vision, PTO, generous employee discounts, retirement savings and much more! For additional information visit www.urbn.com/work-with-us/benefits
EEO Statement:
URBN celebrates diversity and is committed to creating an inclusive environment for all employees. We are proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, sex (including gender, pregnancy, sexual orientation, and gender identity or expression), religion, creed, age, physical or mental disability, national origin or ancestry, ethnicity, citizenship, service in the uniformed services, genetic information, or any other protected characteristic as established by law. We believe strongly in fostering a safe, fair and respectful work environment. To ensure compliance with our non-discrimination and anti-harassment policies, we offer anti-harassment training to managers and employees

Role Responsibilities:

• Managing incoming tickets through all medium (portal, phone, email, chat, etc.) providing initial troubleshooting and triaging and either resolving or escalating as necessary
• Responding to all incident requests from stores and business partners to meet or exceed established Service Level Agreements (SLAs)
• Maintaining day to day contact with team members for issue trends
• Familiarize and contribute to continuous improvement methodologies in day-to-day policies and procedures with other IT Support teams to provide decreased incidents from retail stores and corporate office users.
• Being customer-focused with the ability to remain positive & professional in difficult situations
• Being dependable, flexible and showing a strong work ethi

Role Qualifications:

• Basic understanding of Windows operating systems and general computer operations
• Capable problem analysis skills
• Ability to function as a team member in a fast-paced support environment
• High sense of pride in driving issues to resolution, ownership in delivering excellent service and ability to recognize trending issues with recommendations for resolution
• Enthusiasm about problem solving
• Must be a team playerExcellent oral and written communications
• Ability to lift up to 50 pound