Service Desk Associate

About the Team

You will be part of the Technical Infrastructure team responsible for designing, building and delivering key technical building blocks such as Servers, Storage, Networking, Voice, Databases, Data Centers, Service Desk and Monitoring tools. Our job is to ensure that every WSI location, associate and customer has the best experience possible utilizing our vast array of technical solutions we provide.

About the Role

In the Service Desk role, you will be responsible for multiple tasks in support of the organization surrounding business Operations. This will include but not limited to; triaging inbound calls, emails, self-service incidents and requests to ensure that all relevant information is captured to support the customer. You will also be communicating the expected restoration times back to the customer with appropriate restoration times. You will be the first line response for all things production support.

You’re excited about this opportunity because you will…

• Be the face of all things IT to our business partners, both retail stores, and corporate users.
• Be able to successfully resolve 95% of all incidents and requests that come into the Service Desk.
• Have a tangible voice in proposing solutions for common problems and incidents into the team.
• You will be working in a fast-paced environment with a great group of teammates who are supportive and collaborative.
• Trend incoming calls to create and refer the issues to Problem Management when relevant.
• Work with a well-rounded; versatile team of support professionals who collaboratively work well together.
• Partner with a cross functional group of subject matter experts to design and execute your strategy
• Have the opportunity to be hands-on, working side by side with our people to get things done
• Provide insightful data to guide decision making and offer proactive solutions.

Why you will love working at Williams-Sonoma, Inc.

• We’re a successful, fast-growing company with a entrepreneurial vibe
• A technologically and data-driven business
• Competitive salaries, and comprehensive health benefits
• We’re at the forefront of tech and retail, redefining technology for the next generation
• We’re passionate about our internal and external clients and live/breathe the client experience
• We get to be creative on a daily basis
• A smart, experienced leadership team that wants to do it right and is open to new ideas
• We believe in autonomy and reward taking initiative
• We have fun!

Desired Skills and Experience

We’re excited about you because…

• At least 2 years of Help Desk Experience, or similar call Handling tenure.
• HDI Customer service certification, or relevant job experience.
• You are capable in troubleshooting complex issues over the phone
• You have superior oral and written communication skills with the ability to influence others
• You have first level knowledge of theory and principles of an operations group and how Service management works in support of the business. Technical Competencies required:
• Understanding of the following applications: RSA, Citrix, Active Directory, Bomgar, Service-Now, Putty.
• Hardware: familiarity with MAC, PC, Surface Pros’, IPAD’s, HP servers [RP5800’s], IBM 4800 POS systems. Bonus for expertise in networking, and retail experience.
• Strong capabilities in clear, concise and accurate troubleshooting documentation which will be necessary in creation of Incidents.
• Strong customer service skills, both in oral and written capacity.

About Williams-Sonoma, Inc.

Founded in 1956, Williams-Sonoma, Inc. is the premier specialty retailer of high-quality products for the kitchen and home in the United States. Our family of brands are Williams-Sonoma, Pottery Barn, Pottery Barn Kids, PBteen, West Elm, Williams-Sonoma Home, Rejuvenation, and Mark and Graham. These brands are among the best known and most respected in the industry. We offer beautifully-designed, stylish and functional products for every area of the home, including the kitchen, living room, bedroom, home office, closet, laundry room and even outdoor spaces. We’ve seen some big changes since our first brick-and-mortar store opened more than half of a century ago. What hasn’t changed is our passion for high-quality products, functional design, outstanding customer service, and enhancing the lives of our customers and the communities where we operate. Today, we’re a multi-brand, multi-channel, global enterprise supported by state-of-the-art technology and some of the most talented teams in retailing – and we’re always looking for new energy and ideas.

Williams-Sonoma Inc. is an Equal Opportunity Employer

Williams-Sonoma, Inc. will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.