The Retail Support Analyst position is accountable for day-to-day operations and support of all activities surrounding incident management and delivery SLA’s for retail stores and corporate office users.

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

Required Skills:

• 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
• Excellent oral and written communications

Personal characteristics:

• 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 player
• Must have personal commitment to excellence and integrity
• Exhibits strong personal and moral character
• Ability to lift up to 50 pounds.

Urban Outfitters, Inc. 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, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity or gender expression.

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.