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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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 careers@holtrenfrew.com 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.