Specialist, Help Desk (Operational Support)

Holt Renfrew offers you an inspiring fashion-driven environment with opportunities to learn and grow. From our incredible partnerships with iconic luxury brands to our commitments to corporate social responsibility you will be inspired every day.

A job at Holt Renfrew offers a competitive total compensation a generous employee discount pension and health & dental benefits tuition assistance and continuous learning and development.

The Help Desk Specialistis a member of a technical support Help Desk providing a single point of contact between users and IT Services. Can articulate and apply knowledge to solve complex problems while maintaining a high level of customer service and satisfaction.

Specific responsibilities include (but are not limited to) the following:

• The first point of contact to triage log assign and resolve incidents alerts and service requests

• Record categorize prioritize and monitor the status and progress of all issues to resolution

• Keep customers informed on the status and progress of their issues

• Escalate incidents as necessary per established run books escalation policies and SLAs

• Log dispatch cross-reference and update outbound support calls to 3rd Party Support Vendors

• Accurately document support cases at first contact and escalate urgent matters to Supervisors

• Monitor events and alerts and action per run book procedures

• Run daily weekly and monthly operational maintenance tasks

• Manage user accounts file shares and passwords

• Create and maintain a comprehensive Knowledge Base

• Provide support for hardware and software rollout projects

• Comply with all Health & Safety policies and requirements

The ideal candidate:

• Post-secondary degree or diploma in Information Technology or an equivalent combination of education and experience

• 3 years of work experience in a technical support role preferably in a mid to large size organization

• Technical knowledge of web services data centers systems integrations desktops mobile devices

• Proven experience providing support while working with 3rdparty hardware and software vendors

• Advanced knowledge of Windows Active Directory VPN Office 365 Cloud email SharePoint and Microsoft Office suite

• Experience supporting Retail Solutions such as Registers and PIN PAD

• Knowledge of Ecommerce hosted website and back office applications

• SAP XStore BizTalk and Data Warehouse Systems would be an asset

• ITIL Certification desired

• Highly service-oriented with exceptional customer service organizational and follow-up skills

• Excellent interpersonal skills; a team player who is able to act as both a leader and an individual contributor as required

• Confident and effective communication (written & verbal) and interpersonal skills

• Excellent customer service telephone etiquette

Hours of work: Monday - Friday 8 :00 AM- 11:00 PM

Saturday - Sunday 9 AM - 10 PM Rotating shift.

Hiring Reason - Existing Vacancy

Holt Renfrew is an equal opportunity employer committed to fostering a diverse and inclusive workplace. Our future success depends on the perspectives and contributions of all our employees -- their diverse backgrounds abilities and experiences make our business stronger. If you are contacted for a job opportunity and require accommodation please email and let us know so we can ensure you have an accessible candidate experience throughout the recruitment process. All requests are confidential and used only to meet candidate needs.

Hiring Range / Échelle salariale à lembauche :

$24.92 - $34.46 / 2492$ - 3446$ (per hour / de lheure)

Final compensation for this position will be determined based on the candidates unique skills expertise individual qualifications and assessed contributions to the role following the completion of the interview process. The range stated is the starting range for this position. Offers may vary with experience qualifications performance and local market conditions. We strive to offer competitive compensation that aligns with a candidates contributions to our team along with a comprehensive benefits package enticing perks pension matching incentives and our coveted employee discount. / La rémunération finale pour ce poste sera déterminée sur la base des compétences uniques du candidat de son expertise de ses qualifications individuelles et de lévaluation de sa contribution au poste à lissue de la procédure dentrevue. La fourchette indiquée est la fourchette de départ pour ce poste. Les offres peuvent varier en fonction de lexpérience des qualifications du rendement et des conditions du marché local. Nous nous efforçons doffrir une rémunération compétitive qui corresponde à la contribution du candidat à notre équipe ainsi quun ensemble complet de garanties davantages attrayants de cotisations de retraite assorties par lemployeur de primes dencouragement et notre très convoitée remise demployé.