IT Support Analyst

3 weeks ago

Montreal, Quebec, Canada Reitmans (Canada) LtéeLtd Full time
Job Title: IT Support Analyst

Reitmans (Canada) Limited is seeking a highly skilled IT Support Analyst to join our team. As an IT Support Analyst, you will be responsible for providing technical support and assistance to our employees and customers.

Key Responsibilities:
  • Provide technical support and assistance to employees and customers via phone, email, and in-person.
  • Investigate and resolve technical issues related to hardware, software, and telecommunications.
  • Use Cherwell Knowledge Base to ensure accurate resolution of technical issues.
  • Ensure calls and emails are answered in an efficient and timely manner.
  • Log all journal solutions and details in Cherwell.
  • Escalate any store-level issues that cannot be resolved to the ITSG coordinator for 3rd-party support.
  • Follow up on the status of open incidents and ensure that the issue is resolved in a timely manner.
  • Contribute to knowledge base improvement with new findings and suggestions.
  • Process all account requests, hardware, and software requests and replacements.
  • Participate in project deployment of new technology.
Requirements:
  • Professional or College degree in Information Technology (or equivalent).
  • One year experience as part of a call center (significant asset).
  • Strong knowledge of Microsoft Office suite.
  • Proficiency with Windows 7-10.
  • Thorough knowledge of IT systems, including hardware, software, and telecommunications.
  • Exceptional customer service skills.
  • Bilingualism (French and English - spoken and written).
  • Availability to work on a rotating schedule (day, evening, and weekend shifts).
What We Offer:
  • Competitive benefits package (Full-Time Employees Only).
  • Paid Time Off (Sick Time, Flex Days & Vacation - Full-Time Employees Only).
  • Additional benefits include monthly bonus potential, opportunities for advancement, and tuition reimbursement.
  • 50% discount at all Reitmans (Canada) Limited brands (Penningtons, Reitmans & RW&CO).
  • Generous Employee Referral Policy.

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