SummaryAs a Senior Technical Support Analyst at Harry Rosen Inc., you will play a crucial role in providing exceptional technical support and service improvements within a hybrid work environment. You will be part of a talented team dedicated to maintaining the company's technological edge in the retail industry.
Responsibilities- Answer Service Desk calls, emails, and chats, providing follow-up to reported issues.
- Utilize the Service Desk Tool to follow best practices, including resolution steps and user recommendations.
- Assign and resolve incidents and service requests within SLA.
- Take ownership of reported issues, escalating to internal/external teams as needed until resolution.
- Provide technical support for Microsoft Office, CRM, ERP, and telephone systems.
- Perform daily system operational checks.
- Set up and assist with hardware such as POS, laptops, workstations, and PDA devices.
- Support the rollout of new and existing applications.
- Run reports to analyze common end-user problems.
- Participate in projects for the Infrastructure and End User Service Teams.
- Provide educational and support information through various mediums.
Requirements- Minimum of 2 years of experience in a Technical Support/IT Service Desk position, preferably in a retail environment.
- Degree or certificate in Computer Science, 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-building ability.
- Desire to facilitate training and testing of applications and analysis.
- Problem-solving, analytical, and critical thinking skills.
- Ability to prioritize and execute tasks in a high-pressure environment.
- Experience in a team-oriented, collaborative environment.
- Strong knowledge of Microsoft operating systems and Office Suite.
- Experience with Active Directory, Office 365, MS Exchange, Azure, and other User Administration Applications.
- Experience supporting Point of Sale Applications or applications in a retail environment is an asset.
- Experience with IT Service Management Tools like Track-It, Zendesk, ServiceNow, or Jira Service Desk is an asset.
- Certification in IT Service Management and/or willingness to obtain certification is an asset.
- Certification in Server and/or Network administration.
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