Intermediate Service Desk Analyst

3 months ago


St Jacobs, Canada Home Hardware Stores Limited Full time

**Welcome Home**

We’re more than Canada’s largest independent hardware and building supplies retailer—we’re part of communities across the nation.

***

**Empowering Users, One Solution at a Time**

As an Intermediate Service Desk Analyst, you will be responsible for providing tier 1 and tier 2 service desk support to corporate Home Hardware Team Members. The IT Service Desk provides a single point of contact for facilitating the resolution of IT-related incidents and requests for IT services. Led by the Manager, End User Technology, this opportunity suits someone with a high technical aptitude, advanced organizational and interpersonal skills, and solid experience with ticketing systems.

***

**Ready to make an impact in a new role? Here’s How**:

- Act as the first and sometimes second tier for problem solving to address, identify root cause and resolve problems and incidents (via Compass tickets).
- Handling tickets for incidents and service requests; also taking phone calls from customers for support.
- Maintain and monitor incident/service request tickets within the Compass tool (ServiceNow).
- Ensure that tickets have been assigned to support staff as required for resolution and provide communication and escalations accordingly.
- Participate on projects to represent Service Desk and incident handling best practices.
- Assist with the deployment of technology to new Team Members.

**We’re looking for**:

- College Diploma in Information Technology or Computer Technology, with three years of Service Desk experience.
- Strong knowledge and experience supporting current hardware and software including Windows 11 OS and O365, Active Directory and Mobile Devices.
- Experience using customer support ITSM tools with the ability to deliver end user training.
- Demonstrated commitment to customer service excellence, with excellent written and verbal communication skills.
- Strong analytical skills with a proactive approach to problem solving.
- A comfort in working independently and as part of a team.
- The ability to effectively handle a fast-paced work environment with flexibility to work extended hours as required.
- The ability to be onsite three days a week at our corporate office in St. Jacobs, to accommodate our hybrid working model.

**How we’ll make you feel at Home**

Our Team Members enjoy life at Home with our strong culture of support and inclusion, excellent benefits, and a team that always has your back. You will receive:

- Competitive earnings opportunity.
- Annual Incentive/Bonus Program.
- Comprehensive Benefits Program including:

- Health, Dental, Vision, Paramedical, Disability coverage, Out of Country Travel Insurance, Life Insurance, Employee Family Assistance Program.
- Defined Contribution Pension Plan with Company Match, and choice of contribution level.
- Group RRSP.
- Discounts from our corporate retail stores.
- Home & Auto Insurance discounts.
- Competitive vacation time.
- Personal and sick time.
- Employee Discount Program through Venngo WorkPerks.

***

**Canadians call us Home Hardware. We call it Home.**

HP


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