Analyst, Application Support

6 days ago

St Jacobs, Canada Home Hardware Stores Limited Full time

Our IT Store Systems team is looking for an **Analyst - Application Support**. Reporting to the Manager, IT - Application Support & Maintenance, you will be responsible for providing outstanding service and support to Home Hardware stores using a variety of software, hardware, and services provided by Home Hardware Stores Limited.

If you have strong communication skills and customer support experience, we would love to hear from you

**What you’ll do**:

- Provide outstanding service, training, and support to Home Hardware stores and assist them in the effective use of IT Store Systems products including Inventory Management/Point of Sale systems, Home Info, handheld devices and electronic communications.
- Monitor incoming requests and set priority, based on established criteria.
- Diagnose software and hardware support requests and escalate to management or 3rd party service provider.
- Maintain accurate records of all support requests and actions taken.
- Assist with software and hardware upgrades (during and after hours).
- Provide level 2 support when there is an escalation from level 1 Retail Helpline support.
- Recognize request trends and escalates to management.
- Participate in and provide support for software and hardware evaluations and testing.
- Participate in request reviews and prioritizations with Development.
- Recognize and recommend improvements to reduce request volumes or increase customer satisfaction.
- Remain current in fields of expertise.

**What we’re looking for**:

- University or College degree/diploma in Information Technology or computer related field and/or equivalent help desk/service desk experience supporting computer systems.
- Strong attention to detail with the ability to prioritize and react to changing situations.
- Retail and customer service experience, knowledge of Home Hardware systems, and familiarity with Windows.
- Strong service orientation with the ability to work independently and as part of a team.
- Excellent communication and coaching skills, as well as a desire to learn are definite assets.
- Ability to work in a fast-paced office environment and prioritize work.
- Technical knowledge an asset.
- Ability to trouble shoot and think outside the box to resolve issues is an asset
- Knowledge of PC’s, Routers, Switches, and other Network equipment an asset
- Fluency in oral and written French is an asset.

**What Home offers**:

- Competitive Salary.
- 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.
- Discount from our corporate retail stores.
- WorkPerks© by Venngo discounts.
- Home & Auto Insurance discounts.
- 3-weeks’ vacation to start.
- Personal and sick time.

We thank all applicants for their interest, however only those applicants selected for an interview will be contacted.

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