- Salary
- C$18 – C$23/hr
- Location
- Toronto, Ontario
- Type
- Contract
- Department
- IT
- Closing date
- Today
Description
Bilingual Service Desk Analyst
6 Month Contract
4 Days on site in Toronto
Job Description
The Retail System Service Desk Support (RSSD) team provides 19*7 support to retail stores; applications and hardware. The team works retail business hours and provides off-hours pager support on a rotating basis. The list of supported applications and hardware includes, but is not limited to, supply chain, marketing, POS, Scanners and RF Guns.
Responsibilities
6 Month Contract
4 Days on site in Toronto
Job Description
The Retail System Service Desk Support (RSSD) team provides 19*7 support to retail stores; applications and hardware. The team works retail business hours and provides off-hours pager support on a rotating basis. The list of supported applications and hardware includes, but is not limited to, supply chain, marketing, POS, Scanners and RF Guns.
Responsibilities
- Provide technically sound responses to customer initiated IT inquiries either verbally or in writing. Responses are based on specific system knowledge and service information. Make day-to-day operational decisions that will comply with internal processes and help plan to get the work done effectively
- Provide technical support, advice and guidance to our customers and business partners regarding: service levels, internal processes, operational best practices, data interpretation and procedures relating to their inquiry. Problem-solve and trouble shoot to achieve desired customer results
- Triage calls/e-mails to establish appropriate resolution priority. Based on a sound understanding of applications and systems ensure that incidents are routed to the appropriate Support area for resolution
- Accurately record/document the nature of the reported issue or request in such a way as to enable 2nd Level Support teams to fulfill the request/resolve the issue.
- Develop and maintain strong relationships with support teams. Actively seek out and gather technical and non-technical information from a variety of sources; analyze information and provide results to enable effective decision making to help with incident resolution/request fulfillment on first contact.
- Support new and existing technology and applications for a variety of systems and customers
- Ability to learn new technologies and procedures quickly for immediate interaction with customers
- Identify, monitor and help mitigate the impact to IT and the Business during major incidents
- Agile and innovative individuals, who are able to manage in an environment of change and ambiguity to help us take bold and strategic moves in this rapidly evolving retail environment
- Creative thinkers who take initiative and are capable of building, launching and managing projects/programs that drive results for our customers
- Problem solvers with the ability to analyze and prioritize to meet business objectives
- Collaborative team players with superior influencing skills, who build relationships easily across various stakeholder groups to move initiatives forward
- Has a college or university degree in computer science
- Has a previous customer service and service desk experience, preferably, in a retail environment supporting retail applications and hardware like RF Guns, POS and SCO
- Thrives solving problems and is able to multi-task and prioritize activities
- Is a team-player with strong communication skills and a customer-service orientation
- Is willing to work various shifts during retail support hours and provide off-hours support on a rotating basis
Skills
AgileCustomer Service