Service Desk Support Specialist

3 weeks ago

Toronto, Ontario, Canada Harry Rosen Full time

At Harry Rosen, we're seeking a skilled Service Desk Support Specialist to join our team. As a key member of our IT Service Desk, you'll be responsible for providing top-notch technical support to our associates and ensuring seamless operations.

Key Responsibilities:

  • Respond to service desk calls and emails, providing timely and effective resolutions to reported issues.
  • Utilize our service desk tool to track and resolve incidents, following best practices and guidelines.
  • Collaborate with internal and external teams to ensure timely resolution of complex issues.
  • Provide technical support for our Microsoft Office, CRM, ERP, and telephone systems.
  • Perform preventive maintenance tasks to ensure all systems are operational.
  • Assist with the setup and support of PDA devices, laptops, workstations, and other hardware.
  • Support the rollout of new and existing applications.
  • Run reports to analyze common end-user problems.
  • Participate in various projects for the Infrastructure and End-User Service Teams.
  • Provide feedback and suggestions to product and support teams regarding recurring issues and development opportunities.
  • Maintain an updated knowledge base by creating and updating solution documents.

Requirements:

  • Minimum 2 years of experience in a customer service or 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.

Perks:

  • Opportunities to earn monthly and annual team bonuses.
  • Best-in-industry discounts and special purchase opportunities.
  • 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.
  • An employer that values internal growth and promotion and is committed to succession planning for your future.

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