- Employment
- Contract
- Seniority
- Mid-Level
- Compensation
- $60,000/year
- Department
- IT & Technology Systems
- Industry
- Fashion, Apparel & Leather Goods
- Posted
- Nov 11, 2026
About Harry Rosen
Founded in Toronto in 1954 by brothers Harry and Lou Rosen, Harry Rosen is a leading Canadian luxury menswear retailer, distinguished by its curated designer collections, tailoring expertise and personalized service. Its heritage combines entrepreneurial ambition with an enduring commitment to helping clients dress with confidence. As an employer, the company offers a setting where sartorial knowledge, relationship-building and commercial acumen intersect, with career paths spanning client advising, tailoring, merchandising and corporate functions. Professionals drawn to refined retail will find a business in which attentive service, product expertise and long-term client relationships are central to the brand’s identity.
Harry Rosen seeks a full-time, contract IT Service Desk Analyst in Toronto, working in a hybrid remote and central-office environment. The role supports end users, business applications and IT service operations, with compensation starting at CAD 60,000 annually and varying by skills and experience.
Role & Responsibilities
- Answer service desk calls and emails, and follow up on reported issues.
- Use the service desk tool daily in line with best practices, including documenting resolution steps and recommendations to users.
- Gather complete and accurate information, then assign or involve the responsible team to ensure timely resolution.
- Take ownership of reported issues and follow up with internal or external teams when escalation is required until resolution is confirmed.
- Provide technical support for Microsoft Office, CRM, ERP and telephone systems.
- Perform preventive maintenance tasks, such as daily checklists, to ensure all systems are operational.
- Set up and assist with PDA devices, laptops, workstations and other hardware.
- Support the rollout of new and existing applications.
- Run reports to analyze common end-user problems.
- Contribute to projects for the Infrastructure and End User Service teams.
- Provide feedback and suggestions to Product and Support teams to identify recurring issues and development opportunities.
- Provide educational and support information about systems through various channels.
- Maintain an up-to-date knowledge base by creating and updating solution documents.
Qualifications
- At least 2 years of experience in a customer service or IT service desk position, preferably in a retail environment.
- Degree or certificate in Computer Science, Information Systems Support or a related field.
- Flexible schedule and willingness to work rotating shifts, including weekends.
- Excellent verbal and written communication skills.
- Strong service orientation and relationship-building ability.
- Strong desire to facilitate application training, testing and analysis.
- Demonstrated problem-solving and analytical skills.
- Ability to prioritize and execute tasks effectively in a high-pressure environment.
- Experience working in a team-oriented, collaborative environment.
- Strong knowledge of Microsoft operating systems and Office Suite applications.
- Strong knowledge and working experience with ITSM metrics such as CSAT, Incident SLA and Critical Incident Management.
- Experience using Active Directory, Office 365, MS Exchange and other user administration applications.
- Experience supporting Point of Sale applications or applications in a retail environment is an asset.
- Experience using Track-It, Zendesk, ServiceNow, Jira Service Desk or an equivalent IT Service Management tool is an asset.
- IT Service Management certification, or willingness to obtain certification, is an asset.
Skills
Experience
At least 2 years in a customer service or IT service desk position, preferably in a retail environment.
Education
Degree or certificate in Computer Science, Information Systems Support or a related field.
Workplace
This position is based in Toronto, Ontario, Canada.
Explore jobs in Ontario or in Canada.
Compensation
The base compensation for this position is CAD 60,000 per annum.
Benefits
A modern, digitally advanced workplace; a coach committed to supporting personal career goals; a diverse culture fostered through an internal Inclusivity Council; internal growth and promotion opportunities, with succession planning. The contract role is not eligible for PTO, benefits or bonuses.
Culture
Harry Rosen’s workplace culture reflects its heritage as a Canadian luxury menswear specialist, with an emphasis on sartorial expertise, personalised service and lasting client relationships. Its client-focused retail environment values attention to detail and collaborative service, with employees helping clients develop a wardrobe that expresses their individual style.
About Cerulean
Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.