Sr Service Desk Specialist II

2 weeks ago


Houston, United States Tailored Brands Inc Full time

At Tailored Brands, we help people love the way they look and feel for their most important moments.  Our Technology team loves the way they feel and thrive at work, with:

  • Flexible work opportunities, including remote and hybrid options,
  • Small, empowered teams that have fun delivering real value for our customers,
  • And a culture that values a 50-year legacy while eagerly embracing the future 

Want to be part of this? We currently have an exciting opportunity for Senior Service Desk Specialist II to join our Tailored Technology team.  Under general supervision, the Senior Service Desk Analyst is responsible for performing and planning tasks and projects related to computer system administration, analysis, documentation, and support.  

What you’ll do

  • Review Service Desk Incidents before escalating to support teams
  • Contributes to creating a positive and professional work environment (role model)
  • Demonstrates proficiency and understanding of all supported business lines 
  • Installs, configures, administers, maintains, and troubleshoots a wide range of computer systems and hardware
  • Identify Incident trends and share them with Service Desk Management  
  • Participate in Critical Incident support calls
  • Maintains up-to-date knowledge and expertise in the operation of standard systems and components (subject matter expert)
  • Provides instruction, as needed, on the use of equipment and software to Service Desk Analyst
  • Participate in facilitating new hire training 
  • Facilitate developmental training for existing tenured analysts
  • Identifying coaching opportunities for the Service Desk Staff 
  • Identifying Knowledge Management gaps or opportunities to improve current knowledge articles
  • Responds to service escalations
  • Establishes and maintains cooperative working relationships and an effective system of communication within the organization
  • Performs ServiceNow Administration activities
  • Performs other duties as assigned

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