Bilingual Is Help Desk Specialist

3 months ago

Ottawa, Canada Giant Tiger Full time

Compensation Grade:
Grade 2

**Job Description**:
About the job

Recognized as an Employer of Choice in the National Capital Region, Giant Tiger’s Home Office provides a dynamic work environment with many opportunities for a fulfilling career. We are a Canadian owned and operated retailer (and proud of it), with a strong commitment to the community, and over 60 years of success. If you are looking for a challenging and stimulating career, Giant Tiger may be right for you. We believe in opportunities for growth & development, teamwork, and engagement.

We are looking for a Bilingual IS Helpdesk Specialist to join our Information systems team. You will act as the first point of contact for day to day IT related service requests and problems reported by the user community. You will be responsible for providing bilingual service and support to help in the resolution of all requests and escalate to 2nd line teams when required. Additionally, you will be responsible for logging and maintaining IT related issues within an incident management system and assisting in documentation, implementations, rollouts, new store setups and after-hours support.

Giant Tiger Offers:

- Giant Tiger Store Discount
- Health/Dental/Vision benefits;
- 24/7 access to onsite gym;
- Full Service Cafeteria
- Weekly summer barbeques and staff events all year

Bilingual IS Help Desk Specialist, Job Highlights:

- Complete 1st Line IT support tickets for Giant Tiger Employees and Stores within defined SLA’s, including store systems (POS & Back Office), PC Desktop, Network, telephony (Digital and IP technologies), meeting room A/V, CCTV Security Systems and Mobile device technologies.
- Support end users over the phone and through remote tools
- Log reported incidents and service requests in a ticketing system
- Perform daily follow-ups on unresolved tickets
- Escalate and clearly communicate details on unknown issues to 2nd line teams and/or management
- Fulfill IT service requests and initiate approval process when required
- Assist in performing onboarding tasks for new hires and departures
- Perform new store setup and opening tasks, including onsite support for opening day
- Place service calls with external partners
- Create knowledge base articles to assist others in issue resolution
- Assist in various Information System deployments

Bilingual IS Helpdesk Specialist, Key Qualifications:

- Post-secondary degree, preferably in Computer Systems Technology or Computer Systems Support; OR 3+ years’ work experience in IT Customer Service.
- Bilingual (English/French) is a requirement.
- Strong interpersonal, customer service and communication skills
- Excellent time-management and organizational skills
- Ability to follow written processes and procedures, with a high level of attention to detail.
- Exceptional problem-solving skills
- Adept at managing and prioritizing a variety of tasks within a busy schedule.
- Ability to work independently with limited supervision and as part of a team
- After-hours pager support in a rotation
- Flexible work schedule (evenings and weekends)
- A+ certification as asset
- Experience with iOS and Android OS
- Previous retail experience and asset
- Reliability and punctuality a must

Job Requisition:
JR122055

Giant Tiger is an equal opportunity employer and is committed to fair employment practices.

During our recruitment process we are looking for an incumbent that will not only learn and grow in the role, but also contribute to our diverse, equal and inclusive culture.

If you require accommodation during your pursuit of a role at Giant Tiger please contact
- ._

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