Service Desk Representative

Groupe Dynamite

  • Mont-Royal, QC
  • Permanent
  • Full-time
  • 14 hours ago
Overview:Groupe Dynamite Inc. (GDI) is a Montréal-based, public company of integrated omni-channel brands, designing and distributing accessible, trend-forward fashion for women since 1975.Our mission of "Empowering YOU to be YOU, one outfit at a time" is brought to life through the GARAGE and DYNAMITE banners and represents the consumer-centric core of GDI's long-standing success as a leading retailer in North America.Today, GDI operates nearly 300 stores across Canada and the United States, as well as shoppable brand experiences at Garageclothing.com and Dynamiteclothing.com.Job Summary:Reporting to the Manager, Service Desk, the Service Desk Representative will be responsible for supporting stores with Level 1 IT-related problems as well as triaging non-IT issues to the appropriate department.Main Responsibilities:
  • Serve as the first point of contact for our stores seeking assistance raised by phone, email, and/or through a ticket;
  • Triage specific concerns related to other teams/departments;
  • Troubleshoot software, hardware, and basic network issues over the phone;
  • Set up and configure replacement hardware for stores;
  • Follow-up and update end users/stores on the status of tickets and/or their resolution;
  • Document the incidents, problems, comments, and troubleshooting steps taken in a ticketing management system;
  • Schedule service technicians for any on-site technical support/repairs needed;
  • Direct unresolved issues to the next level of support (IT Operations/Technical Support team).
Qualifications:
  • 2+ years of experience as a Customer Service or Help Desk Agent;
  • Bilingualism (French and English) is required for daily communication with suppliers, employees, and stakeholders, both within and outside of Quebec;
  • Proven abilities in PC configuration;
  • Knowledge of Windows 10 and Google-related applications (Gmail, Docs, Drive, etc.);
  • Knowledge of Apple-related hardware;
  • General PC troubleshooting and repair knowledge;
  • Proven communication and customer service skills;
  • Ability to work in a fast-paced environment and adapt to change;
  • Experience in retail is considered an asset;
  • Must be available to work flexible shifts (including weekends or nights) and on call on rotation.
At GDI, you will be part of a growing organization that understands the importance of investing in people and offers you:
  • A comprehensive compensation package that includes performance-driven bonuses;
  • A group retirement savings program with employer matching;
  • Flexible group insurance with personalized coverage that meets your needs;
  • An employee discount at Garage and Dynamite;
  • Exclusive private sample sales;
  • A flexible vacation policy;
  • And more!
GDI has been repeatedly voted one of Montréal’s Top Employers and one of Canada’s Top Employers for Young People.Our promise…
No day will be like the last—we aim to be better today than we were yesterday. We are committed to employment equity.Candidates that are retained will be called for an interview.

Groupe Dynamite