Helpdesk Specialist

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 Specialist 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. 

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 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

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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 [email protected] 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 l’embauche :$24.92 - $34.46 / 24,92$ - 34,46$ (per hour / de l’heure)Final compensation for this position will be determined based on the candidate's 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 candidate's 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 l'évaluation de sa contribution au poste à l'issue de la procédure d'entrevue. La fourchette indiquée est la fourchette de départ pour ce poste. Les offres peuvent varier en fonction de l’expérience, des qualifications, du rendement et des conditions du marché local. Nous nous efforçons d'offrir une rémunération compétitive qui corresponde à la contribution du candidat à notre équipe, ainsi qu'un ensemble complet de garanties, d'avantages attrayants, de cotisations de retraite assorties par l'employeur, de primes d'encouragement et notre très convoitée remise d'employé.