Service Desk Analyst - End User Support

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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 :

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