Specialist, IT Service Support

4 months ago

Brampton, 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

**Job Description**:
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
- The 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 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 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 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 t

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