IT Provisioning

Company Description

Dedicated to telling stories and creating experiences, Indigo is always looking for bright, energetic and customer-focused people who can help bring our exciting mission to life in one of our more than 170 Indigo, Indigospirit, Chapters and Coles stores across Canada.

We offer a variety of exciting opportunities at our retail stores, distribution centres, and home office for people who share our passions and want to be part of a dynamic and enriching culture.

WHO WE ARE

• We love books and all things beautiful
• We are Canada's Cultural Department Store
• Books are our heart and our soul and Great Books are JUST the Beginning

We play by the following rules:

• We exist to add joy to our customers' lives each and every time they interact with us and our products
• Our job is to create joyful moments for our customers
• We treat each other the way we'd treat a valued friend
• We inspire each other to do our best work
• We seek to ignite creativity and innovation every day
• We give back to the communities in which we operate

Job Description:

KEY PERFORMANCE METRICS

• Customer Satisfaction: Provide outstanding services and support to our customers to ensure a joyful experience every time

Measurement:
100%

• Incident tickets: All Cherwell ticket must be acknowledged and resolved within the set SLA

Measurement:
95%

• Meet OLA/SLA targets through effective partnership with other departments & vendors
• Support warehouse IT initiatives within budget and schedule

KEY ACCOUNTABILITIES
Functional

• Provide timely intermediate to advanced enduser hardware and software support for both Warehouse and Brampton Home Office
• Support Distribution Centre (DC) system upgrades, development, and selection, as required
• Prepare and maintain all department documentation, including inventory and asset management
• Stage and image PCs (desktops and laptops)
• Provision hardware for new users, based in Brampton following the standards built and outlined by IT Provisioning & Support
• Deprovision hardware for departing users, based in Brampton following the standards built and outlined by IT Provisioning & Support
• Maintain label printers, including managing inventory and providing training on all models
• Review, recommend, and maintain hardware standards Brampton DCs and office
• Coordinate with select vendors ensuring communicated timelines, schedules, performance expectations are being met and pricing is controlled
• Schedule hardware disposals via vendors eWaste
• Resolve and document computer problems, provide feedback to customers, and enhance customer knowledge according to established procedures
• Create and maintain Warehouse software/hardware procedures and standards documents
• Identify and correct all RF hardware and software issues, providing, instructions on the proper usage of RF devices
• Create and deploy software packages to RF scanners via the MSP server and barcode sheets
• Maintain the MSP (RF monitoring/deployment platform) server
• Maintain inventory of all Distribution Centre (DC) RF scanners, as well as all software at the Distribution Centre
• Ensure that Distribution Centre users are practicing proper hardware and network security procedures
• Coordinate and schedule preventative maintenance and hardware upgrades with vendors
• Act as an advocate for the customer by placing them at the forefront of all decisionmaking and design processes
• Proactively identify and anticipate business expectations and needs
• Embrace technology that creates high tech and low touch solutions
• Challenge the status quo by consistently identifying areas for improvement, diagnosing issues, and working to resolve them

People

• Collaborate with others to drive flexible and iterative solutions, quickly and easily
• Share technical knowledge with others and actively seek to learn from those more knowledgeable than yourself
• Help others see the impacts of their efforts and proactively engage other functions to get input
• Encourage others to freely share their point of view and be open to feedback

Cultural

• Model Indigo's beliefs and convey a positive image in everything you do
• Celebrate diversity of thought and have an open mindset
• Take an active role in fostering a culture of continual learning, taking risks without the fear of making mistakes
• Embrace, champion and influence change through your team and/or the organization

SCOPE

Reports to:
Manager, IT Support & Implementation

KEY RELATIONSHIPS

Internal:

• Service Desk
• IT
• RDC & ODC Warehouse Management
• Brampton Home Office Users

External:

• Key IT & Warehouse Systems Vendors

Qualifications:

Work Experience / Education / Certifications

• University degree in Engineering, Computer Science, Business, or a related degree program
• Minimum of 5 years experience with an IT support position in a warehouse and retail environment

Competencies / Skills / Attributes

• High level of professionalism,

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