Established in 1981, GUESS began as a jeans company and has since successfully grown into a global lifestyle brand. Guess?, Inc. designs, markets, distributes and licenses a lifestyle collection of contemporary apparel, denim, handbags, watches, eyewear, footwear and other related consumer products.

Guess? products are distributed through branded Guess? stores as well as better department and specialty stores around the world.

As of January 30, 2021, the Company directly operated 1,046 retail stores in the Americas, Europe and Asia.

The Company’s partners and distributors operated 524 additional retail stores worldwide.

As of January 30, 2021, the Company and its partners and distributors operated in approximately 100 countries worldwide. For more information about the Company, please visit www.guess.com.

PURPOSE OF THE JOB

Reporting directly to the Infrastructure Support Supervisor, the Helpdesk Support will provide all Guess EMEA Region user support and customer service on company supported applications and platforms.

The role will also troubleshoot problems and advise on the appropriate action, performing daily activities and operations commonly performed by Infrastructure Support Team.

CORE JOB RESPONSIBILITIES

• Respond to requests for technical assistance in person, via phone, electronically
• Monitor and respond quickly and effectively to requests received through the IT help desk ticketing
• Diagnose and resolve technical hardware and software issues
• Research questions using available information resources
• Advise user on appropriate action
• Follow standard helpdesk procedures
• Log all helpdesk interactions
• Administer helpdesk software
• Redirect problems to appropriate resource
• Provide user support, including desktops/laptops, servers, phones, printers and system security
• Provide on-going system related training for new and current employees
• Recommend system or software tools that can be used to fulfill user’s needs
• Identify and escalate situations requiring urgent attention
• Track and route problems and requests and document resolutions
• Prepare activity report
• Perform daily activities and operation commonly performed by Infrastructure Support Team
• Stay current with system information, changes and update

• Minimum 2-3 years of experience in the same role
• Good Knowledge of Clients OS (Windows and MAC)
• Knowledge Active Directory and Windows Server Services
• Knowledge of Microsoft SCCM System Suite
• Good Knowledge of common Application Package (i.e. Office, Acrobat reader, etc…)
• Good Knowledge of Mobile devices
• Knowledge of common IT user and user environment best practice
• Passion and attitude in user support, customer service and problem solving
• Excellent time management and attention to detail
• Working on cross-functional and multi-national teams
• Working in a critical/stressful environment
• Strong interpersonal and communication skills
• Fluent in English