Bilingual Help Desk Specialist (French/English)

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 Bilingual Help Desk Specialist (French / English) is 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.

Location : Bay / Bloor (Hybrid work model)

Hours of work : Monday - Friday 8 : 00 AM- 10 : 00 PM Saturday - Sunday 9 AM - 9 PM Rotating shift.

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 3rd party 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 can 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
• Bilingual (English / French) written and verbal skills are required.

The measures of success :

• Takes initiative to solve problems and / or guides customers to effective and appropriate solutions.
• Address all customers’ problems in an effective and timely manner against the SLA objectives.
• Take initiative to solve problems and define solutions that exceed expectations.

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