Service Desk Analyst - End User Support

at  Harry Rosen

It’s fun to work in a company where people truly BELIEVE in what they’re doing!
We’re committed to bringing passion and customer focus to the business.
Service Desk Analyst - End User Support
Full-Time, Permanent
Reporting to Manager, IT Service Desk
Toronto, Ontario
Harry Rosen Inc. Central Office (77 Bloor St. West)
Hybrid work environment (Remote/Central Office)
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.
• 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.

What are the perks of the job?

• Opportunities to additionally 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

We thank you for your interest in this opportunity.
Harry Rosen Inc. is committed to ensuring that our environment is barrier-free to all persons, employees, and clients alike, as we believe in equal opportunity and fostering a diverse and inclusive environment. In the spirit of this philosophy, we are committed to providing reasonable accommodations to all applicants with accommodation needs in the interview and assessment process. If you need assistance during the selection process, please contact us at careers@harryrosen.com with details

• 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