Service Centre Analyst

1 week ago


Stellarton, Nova Scotia, Canada Backstage Full time

About Backstage

Backstage is a leading company in the retail industry, committed to delivering exceptional shopping experiences and amazing food to our customers. Our mission is to nurture the things that make life better – great experiences, families, communities, and our employees. We are a family nurturing families.

Our Company Culture

We are a proudly Canadian company, with a strong presence in communities across the country. Our team of 128,000 employees and franchise affiliates share a collective passion for delivering exceptional service and quality products to our customers.

About the Role

We are seeking a highly skilled Service Centre Analyst to join our team. As a Service Centre Analyst, you will be responsible for providing remote IT support for all incidents and requests in a 24/7, fast-paced environment. You will resolve all incidents assigned within defined SLAs, provide excellent customer service, and execute the Incident Management Process.

Key Responsibilities

  • Provide remote IT support for all incidents and requests in a 24/7, fast-paced environment.
  • Resolve all incidents assigned within defined SLAs.
  • Provide excellent customer service through technical support in a timely, efficient manner.
  • Execute the Incident Management Process, including creating, managing, and resolving incidents in the ITSM tool.
  • Communicate with Backstage staff and ensure that all are kept aware of the status of their Incident and/or Request.
  • Execute the communication protocol during major, critical, and high-priority incidents.
  • Ensure that all incidents and requests meet quality standards.
  • Document all knowledge opportunities for the department and ensure accuracy of the knowledge base.
  • Maintain highly satisfactory relationships with support teams and vendors, ensuring Service Centre deliverables are complete.
  • Remain current on technology changes and all changes to Service Centre support.
  • Participate in analyzing, determining, and implementing changes that improve departmental efficiencies (continuous improvement).

Requirements

  • Undergraduate Degree or a DEC with a minimum of 2 years of relevant experience.
  • Experience with troubleshooting principles, methodologies, and issue resolution techniques.
  • Able to develop and interpret technical documentation.
  • Schedule flexibility is required to work shifts, including days, evenings, and night shifts, as well as weekends and holidays on a rotating basis.

What We Offer

We offer a competitive compensation package, which varies by role. We will consider factors such as your working location, work experience, and skills, as well as internal equity and market conditions, to ensure the selected candidate is paid fairly and competitively.

We are committed to accommodating applicants with disabilities throughout the hiring process and will work with applicants requesting accommodation at any stage of this process.



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