Service Desk Analyst

4 days ago

Toronto, Ontario, Canada Harry Rosen Full time
Service Desk Analyst - End User Support

Harry Rosen is a leading clothing retailer of finer menswear based in Toronto and operating in major centers across Canada. We are seeking a highly skilled Service Desk Analyst to join our progressive journey towards Absolute Service.

This is an exciting time in the history of our organization, and 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.

The Service Desk Analyst will be responsible for:

  • Answering Service Desk Calls/Emails and providing follow-up to reported issues
  • Daily usage of Service Desk Tool following best practices
  • Performing complete and accurate information gathering and assigning/involving the team responsible to ensure timely resolution
  • Taking ownership of reported issues and following up with internal/external teams when escalation is required until resolution confirmed
  • Providing technical support for our Microsoft Office, CRM, ERP, and telephone systems
  • Performing preventive maintenance tasks such as daily checklists to ensure that all systems are operational
  • Setting up and assisting with PDA devices, laptops/workstations, and other hardware
  • Supporting the rollout 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
  • Providing feedback/suggestions to Product and Support Teams with regards to identifying recurring issues/development opportunities
  • Providing educational and support information for our systems through various mediums
  • Maintaining 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
  • Flexible schedule, open to working rotational shifts, including weekends
  • Excellent verbal and written communication skills
  • Strong service orientation and relationship-building ability
  • 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

We offer a comprehensive flexible benefits package, 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, and an employer that values internal growth and promotion and is committed to succession planning for your future.

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