Service Desk Analyst - End User Support

Harry Rosen; Toronto; On-site; CAD 50,000 - 70,000; Full time

Job summary

Harry Rosen, a leading clothing retailer, is seeking a dedicated Service Desk Analyst for their IT service desk team in Toronto. The role involves providing technical support, assisting with IT-related queries, and contributing to service improvements within a dynamic environment. Ideal candidates will have experience in a retail IT service desk and possess strong communication and analytical skills.

Benefits

Monthly and annual Team bonuses

Best in industry discounts

Pension and Group RRSP Programs

A modern workplace

Coaching for personal career goals

Diversity, Equity, and Inclusion initiatives

Commitment to internal growth and promotion

Qualifications

• Minimum 2 years’ experience in a Customer Service/IT Service desk position.
• Excellent verbal and written communication skills.
• Strong desire to facilitate training and testing of applications.

Responsibilities

• Answer Service Desk calls/emails and provide follow-up support.
• Provide technical support for Microsoft Office, CRM, ERP.
• Perform preventive maintenance tasks to ensure systems are operational.

Skills

Verbal and written communication skills

Service orientation

Problem-solving skills

Analytical skills

Team collaboration

Ability to prioritize tasks

Knowledge of Microsoft operating systems

Knowledge of ITSM metrics

Education

Degree or certificate in Computer Science

Tools

Track-It

Zendesk

ServiceNow

Jira Service Desk

Active Directory

Office 365

MS Exchange

Job description

It's fun to work in a company where people truly BELIEVE in what they're doing!

Service Desk Analyst - End User Support

Full-Time, Permanent

Manager, IT Service Desk

Harry Rosen is a leading clothing retailer of finer menswear based in Toronto and operating in major centers across Canada, an exciting and challenging opportunity exists as a Service Desk Analyst End User Support . As part of our progressive journey towards Absolute Service, we have been investing in IT Modernization, continuous Platform Integrity, Stability, and Service Excellence.

This drive for excellence has created an opening for a great resource to join and be part of our high-performing service desk associates.

This is an exciting time in the history of our organization where the successful candidate will have the great opportunity to make a significant contribution towards continuous service improvements and provide support to our associates with excellent experiences.

If you are energetic, bright, believes customer satisfaction is a priority, and would like to develop your career in IT, then this is an ideal position for you. You will be part of a small but highly talented group of individuals that keep Harry Rosen Inc., on the leading edge of technology and state-of-the-art applications within the Retail Industry. This multifaceted role will be responsible for the following :

Key Responsibilities :

• Answering Service Desk Calls / Emails and provide follow up to reported issues
• Daily usage of Service Desk Tool following best practices e.g., resolution steps, recommendations to users.
• Perform complete and accurate Information gathering and assign / involve the team responsible to ensure timely resolution.
• Take Ownership of reported issues and follow up with internal / external teams when escalation is required until resolution confirmed.
• Providing technical support for our Microsoft Office, CRM, ERP, and telephone systems.
• Perform Preventive Maintenance Tasks such as daily checklists to ensure that all systems are operational.
• Perform set up and assistance of PDA devices, Laptops / Workstations,and Other Hardware.
• Support the roll out of new and existing applications.
• Running reports to analyze common end user problems.
• Involvement in various projects for the Infrastructure and End User Service Teams
• Provide feedback / suggestions to Product and Support Teams with regards to identifying recurring issues / development opportunities.
• Provide educational and support information for our systems through various mediums.
• Maintain an updated Knowledgebase by creating / updating solution documents.

The successful candidate will have the following background / experience :

• A minimum of 2 years’ experience in a Customer Service / IT Service desk position, preferably in a retail environment.
• Degree or certificate in Computer Science or Information Systems Support or related field.
• Excellent verbal and written communication skills.
• Strong service orientation and relationship-buildingability.
• Strong desire to facilitate training and testing of applications and analysis.
• Demonstrated problem-solving and analytical skills.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Experience working in a team-oriented, collaborative environment.
• Strong knowledge of Microsoft operating systems and Office Suite of applications.
• Strong knowledge and working experience of ITSM Metrics such as CSAT, Incident SLA, Critical Incident Management etc.
• Experience using Active Directory, Office 365, MS Exchange and other User Administration Applications.
• Experience in supporting Point of Sale Applications or Applications in a retail environment is an Asset.
• Experience using Track-It, Zendesk, ServiceNow, or Jira Service Desk or equivalent IT Service Management Tool is an asset.
• Certification in IT Service Management and\or willingness to obtain Certification is an asset.

What are the perks of the job?

• Opportunities to additionally earn monthly and annual Team bonuses
• Best in industry discounts and special purchase opportunities
• Pension and Group RRSP Programs that grow with you
• A modern, digitally advanced workplace
• A coach committed to supporting the achievement of your personal career goals
• A culture that is rich and diverse fostered through an internal Diversity Equity and Inclusion Council
• An employer that values internal growth and promotion and is committed to succession planning for your future

We thank you for your interest in this opportunity.