IT Support Analyst

2 weeks ago


Stellarton, Nova Scotia, Canada Backstage Full time

About Backstage

Backstage is a leading provider of innovative solutions for the retail industry. Our mission is to empower businesses to deliver exceptional customer experiences and drive growth through technology and expertise.

Job Summary

We are seeking a highly skilled Service Centre Operations Specialist to join our team. As a key member of our IT support team, you will be responsible for providing technical assistance to our clients and ensuring the smooth operation of our service centre.

Key Responsibilities

  • Provide remote technical support to clients via phone, email, and other communication channels.
  • Resolve technical issues in a timely and efficient manner, meeting defined service level agreements.
  • Communicate effectively with clients and internal stakeholders to ensure issues are resolved to their satisfaction.
  • Execute incident management processes, including creating, managing, and resolving incidents in our IT service management tool.
  • Document knowledge opportunities and ensure accuracy of our knowledge base.
  • Collaborate with support teams and vendors to ensure service centre deliverables are complete.
  • Stay up-to-date with technology changes and service centre support requirements.
  • Participate in continuous improvement initiatives to enhance departmental efficiencies.

Requirements

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

What We Offer

Backstage offers a competitive compensation package, which varies by role. 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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