Specialist, IT Service Support

7 months ago

Toronto, Canada Indigo Books & Music Full time

**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

The Specialist, IT Service Support is responsible for logging, categorizing, and assigning incoming incident tickets. The Specialist will provide data centre monitoring of production systems, including the creation, set-up, analysis, and performance of the operational infrastructure, along with the production of job schedules, enterprise system management, and event management configurations. This role participates in the incident management process and supports the organization’s Major Incident Management (MIM) support practices. The individual works closely with the various groups within the organization to provide first and second-level technology support, ensuring that any interruption is minimized.

**KEY PERFORMANCE METRICS**
- Ticket OLA/SLA Response and Resolution > 90% company-wide
- To be reported to Senior Leaders and Business teams weekly
- Hold all departments & vendors accountable to OLA/SLA targets
- Ticket Reductions > 10% per year
- To be measured and reported weekly
- Target of 0 failures as a result of changes
- System Availability target > 99.9%
- MIM, > 95% individual and dept success rate in handling major incidents

**KEY ACCOUNTABILITIES**

Functional
- Provide phone and dial-in operations user support, via ITSSC call centre software and its inherent knowledge tree
- Escalate issues as necessary within IT, Retail Store Operations, external vendors or various business units
- Make recommendations to address problems, improve service, and provide improved support with a customer centric focus.
- Use diagnostic tools and methods to analyze network, desktop, and infrastructure business logistics problems.
- Maintain and expand the body of knowledge in the knowledge base.
- Produce reports according to established guidelines.
- Quickly react and escalate as necessary within IT, external vendors or various business units on critical issues through to resolution, following -up with the customer to ensure satisfaction.
- Log, document, and update all alerts/incidents in the incident management tool(creation of incident/problem ticket) and detail all actions taken.
- Proactively identify and anticipate customer expectations and needs
- Work with Managed Services Vendor to ensure effective support and proper knowledge transfer
- Act as an advocate for the customer by placing them at the forefront of all decision-making and design processes
- Proactively identify and anticipate customer expectations and needs
- Embrace and seek out technology that creates high-tech and high-touch solutions for Indigo’s customers
- 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 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 the 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: Director, Store and Home Office IT Support

**KEY RELATIONSHIPS**

Internal:

- Service Desk/OCC
- IT Support Groups
- Stores, Home Office and IDSC staff & management

External:

- Key vendors

**Qualifications**
Work Experience / Education / Certifications
- College diploma or Bachelor’s degree in information technology or a related field is an asset
- 1-3 years of experience in being able to troubleshoot and search for solutions with the available tools, i.e. Internet,

  • Support Worker

    4 weeks ago

    Toronto, Canada Elite Specialist Group Full time

    Elite Specialist Group is a dynamic organization that deals with Accident Benefit claim assessments, medical devices, in-home care, treatment, and therapy for patients who have been in motor vehicle accidents. We are looking for highly motivated and passionate Personal Support Workers for our clients in Toronto. You will be required to assist with daily...

  • Administrative Support Specialist

    4 weeks ago

    Toronto, Ontario, Canada Ontario Public Service Full time

    Summer Employment Opportunities with the Ontario Public ServiceWe are seeking enthusiastic and dedicated students to join our team as Administrative Support Specialists for a summer of valuable work experience, skill-building, and professional growth.The Ontario Public Service (OPS) offers exciting opportunities to apply your knowledge and skills in a...

  • Project Accounting Specialist

    4 weeks ago

    Toronto, Ontario, Canada Hays Specialist Recruitment Full time $40 - $45

    Hays Specialist Recruitment is seeking a highly skilled Project Accounting Specialist to join their team on a contract basis, with the potential for conversion to a permanent position. The ideal candidate will have experience in project accounting and a strong understanding of financial reporting requirements.About the RoleAs a Project Accounting Specialist,...

  • IT Support Specialist

    9 months ago

    Toronto, Canada Selrhub It Solutions Full time

    **Responsibilities**: - Provide technical support to users regarding computer hardware, software, and network-related issues. - Troubleshoot and resolve hardware and software problems in a timely manner. - Install, configure, and maintain computer systems and peripherals. - Set up and manage user accounts and access permissions. - Perform system upgrades...

  • Helpdesk Support

    6 months ago

    Toronto, Canada Fidelity IT Solutions Full time

    Technical Support Specialist Position Summary: **Duties**: - General Office 365 and GSuite Administration - Provides technical leadership to the Helpdesk through training, coaching and continual engagement. - Creation and maintenance of published documentation for technical procedures, policies, and standard processes related to Helpdesk. Ensures adherence...

  • Customer Service Support- Bilingual

    7 months ago

    Toronto, Canada Atlantis IT group Full time

    **Customer Service Support - Bilingual** **Toronto, ON - Onsite** **Full Time** **Key Skills**: Responsible for providing Bilingual Customer Service Support. Service Now reporting, perform ticket analytics, helpdesk analyst. providing L1/L1.5 support, excellent customer handling skills, Awareness / knowledge of ITSM process, knowledge on bank branches and...

  • Azure Cloud Specialist

    2 days ago

    Toronto, Canada Stack IT Full time

    The Cloud Technical Specialist will work in a team environment but be the lead solutions and implementation expert for all our Microsoft Azure related migrations, services, and backup solutions. You will be customer facing and work on multiple projects simultaneously. You must be a self - starting individual that thrives in a multi-tasking environment. KEY...

  • Technical Support Advisor

    2 months ago

    Toronto, Canada Ada Support Full time

    Toronto, Ontario & Vancouver, British Columbia At Ada our mission is to make customer service **extraordinary** for everyone and our vision is a world where every customer interaction is resolved by AI. Ada is an AI-powered **customer service automation** platform that makes it easy for businesses to automatically resolve the greatest number of customer...

  • IT Support Specialist

    3 weeks ago

    Toronto, Ontario, Canada MLSE Full time

    About the RoleWe are seeking a highly skilled IT Support Specialist to join our team at MLSE. As a vital member of our service support team, you will be responsible for ensuring exceptional customer service and technical expertise.Job DescriptionThe IT Support Specialist role is a key position in our organization, requiring strong technical skills, excellent...

  • Oracle Cloud Specialist

    3 months ago

    Toronto, Canada Atlantis IT Consulting Full time

    Role: Oracle Cloud ERP Application Specialist Location: Toronto, ON Description: Thorough understanding of skills and responsibilities needed for ownership of software in a large financial institution Previous experience in adhering to audit/compliance requirements for software in a financial institution Answer queries and resolve issues related to...

  • Personal Support Worker

    7 months ago

    Toronto, Canada Kinnect Support Full time

    Kinnect Support Services is a social services partner that provides trained staff support to various organizations in need of relief staff. Our team offers superior support to Agencies, Organizations, and Institutions that work with adolescents youth, adults, and seniors who experience behavioral, social, emotional, physical, and psychiatric...

  • Toronto Parts and Service Support Specialist

    1 week ago

    Toronto, Ontario, Canada Joe Johnson Equipment Toronto Full time

    Role OverviewThe Toronto Parts and Service Support Specialist plays a crucial role in driving parts sales growth and providing exceptional customer support within the Greater Toronto Area (GTA) territory.

  • Support Facilitator

    6 months ago

    Toronto, Canada Montage Support Services Full time

    _Montage Support Services is a leading service provider that offers innovative and individualized services that directly responds to the wishes, hopes, dreams and aspirations of each person living with us. Montage Support Services is committed to providing quality support to people with complex support needs. This is accomplished through a shared focus of...

  • Support Facilitator

    2 months ago

    Toronto, Canada Montage Support Services Full time

    _Montage Support Services is a leading service provider that offers innovative and individualized services that directly responds to the wishes, hopes, dreams and aspirations of each person living with us. Montage Support Services is committed to providing quality support to people with complex support needs. This is accomplished through a shared focus of...

  • Project Specialist

    3 days ago

    Toronto, Canada Home and Community Care Support Services Full time

    **Job Description**: At Home and Community Care Support Services Toronto Central, we want all of our employees to feel valued, appreciated and free to be who they are at work. That is why we are intentionally committed to equity, inclusion, diversity and anti-racism by providing an accessible and inclusive work place for all persons. If you have a passion...

  • Support Facilitator

    7 months ago

    Toronto, Canada Montage Support Services Full time

    _Montage Support Services is a leading service provider that offers innovative and individualized services that directly respond to the wishes, hopes, dreams and aspirations of each person we support. Montage Support Services is committed to providing quality support to people with disabilities. This is accomplished through a shared focus of families, staff...

  • Summer Employment Opportunities

    4 weeks ago

    Toronto, Ontario, Canada Ontario Public Service Full time

    We are seeking highly motivated and customer-focused individuals to join our team as Student Traffic Services Specialists. As a key member of our security team, you will play a vital role in ensuring the safety and well-being of park guests and staff.Job DescriptionThis is an exciting opportunity for students or recent graduates looking to gain valuable work...

  • Senior Data Visualization Specialist

    3 weeks ago

    Toronto, Canada Atlantis IT Group Full time

    OverviewThe Atlantis IT Group is seeking an experienced Senior Data Visualization Specialist to join our team. As a key member of our data analytics team, you will be responsible for creating and implementing advanced data visualizations and reporting solutions in Looker.Estimated Salary:$120,000 - $180,000 per year, depending on experience.Job...

  • Endpoint Support Specialist

    4 months ago

    Toronto, Canada Teknion Limited Full time

    **_What is this role responsible for?_** **Call Management** 1. Provide second level user support to all internal users, take ownership of escalated calls or high priority calls 2. Assign call priority 3. Monitor call activities utilizing software and verbal communication with the User Support Specialists 4. Provide support to all levels of Design, Product...

  • Advanced PeopleSoft Financials Specialist

    4 weeks ago

    Toronto, Canada Atlantis IT Group Full time

    We are seeking a highly skilled Advanced PeopleSoft Financials Specialist to join our team at Atlantis IT Group.As an Advanced PeopleSoft Financials Specialist, you will be responsible for delivering high-quality PeopleSoft Finance solutions that meet the needs of our clients.Key Responsibilities:Designing and implementing PeopleSoft Finance solutions that...