Help Desk - Specialist, Operational Support

Location: Holt Renfrew - Toronto - Corporate Store Support Centre (60 Bloor Street West, Suite 1100)
Department: Information Technology
Cosmetic/Brand Line:
Work Status: Full-Time
# of openings: 1
Project #: 12627



At Holt Renfrew, our purpose is to inspire a life of style. We achieve this by living our Brand Spirit; demonstrating Holts’ values:

  • Passion - Own it
  • Excellence - Elevate every moment
  • Warmth - Open to the world
  • Unity - One team. One Holts


The Operational Support 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:

  • First point of contract to triage, log, assign, and resolve incidents, alerts and service requests
  • Record, categorize, prioritize and monitor the status and progress 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 SLA’s
  • 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’ work experience in 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 Register and PIN PAD
  • Knowledge of Ecommerce hosted website and back office applications
  • SAP, XStore, BizTalk, Island Pacific, 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
  • Bilingual (English/French) written and verbal skills an asset
  • Available to work 24/7/365-day shift work including mornings, evenings and weekends


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.
  • Research and gather data in support of a new service deployed where no documentation exists.
  • Overcome barriers to allow effective problem solving.
  • Regularly employ a systematic problem solving process.
  • Employs active listening skills to seek clarification, demonstrate understanding, promotes open discussions and idea sharing.
  • Actively listens to customers and seeks clarity or confirms understanding.  
  • Individual objectives linked to the achievement of department goals


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