Senior Technical Support Analyst
Senior Technical Support Analyst
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Job Description
Its fun to work in a company where people truly BELIEVE in what theyre doing!
Were committed to bringing passion and customer focus to the business.
Senior Technical Support Analyst
Full-Time Permanent
Reporting toManager 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 Senior Technical Support Analyst. 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/Chats and provide follow up to reported issues
- Daily usage of Service Desk Tool following best practices e.g. resolution steps recommendations to users.
- Assigning and resolving Incidents and Service requests within SLA
- Take Ownership of reported issues and follow up with internal/external teams when escalation is required until resolution is confirmed.
- Providing technical support for our Microsoft Office CRM ERP and telephone systems.
- Performing daily checklist to ensure that all systems are operational.
- Set up and assistance of Hardware such as POS Laptops Workstation PDA devices etc.
- 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 educational and support information for our systems through various mediums.
The successful candidate will have the following background/experience:
- A minimum of 2 years experience in a Technical Support/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 evenings and weekends.
- 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 analytical and critical thinking 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.
- Experience using Active Directory Office 365 MS Exchange Azure 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 andor willingness to obtain Certification is an asset.
- Certification in Server and/or Network administration.
What are the perks of the job
- An employer that values internal growth and promotion and is committed to succession planning for your future
- Competitive pay program
- Opportunities to additionally earn yearly bonus plan
- 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 leader 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
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 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 with details.
Required Experience:
Senior IC
Employment Type
Full-Time
