IT Provisioning

Company Description

Dedicated to telling stories and creating experiences, Indigo is always looking for bright, energetic and customer-focused people who can help bring our exciting mission to life in one of our more than 170 Indigo, Indigospirit, Chapters and Coles stores across Canada. We offer a variety of exciting opportunities at our retail stores, distribution centres, and home office for people who share our passions and want to be part of a dynamic and enriching culture.

WHO WE ARE
- We love books and all things beautiful
- We are Canada’s Cultural Department Store
- Books are our heart and our soul and Great Books are JUST the Beginning

We play by the following rules:

- We exist to add joy to our customers’ lives each and every time they interact with us and our products
- Our job is to create joyful moments for our customers
- We treat each other the way we’d treat a valued friend
- We inspire each other to do our best work
- We seek to ignite creativity and innovation every day
- We give back to the communities in which we operate

**Job Description**:
**KEY PERFORMANCE METRICS**
- Customer Satisfaction: Provide outstanding services and support to our customers to ensure a joyful experience every time. Measurement: 100%
- Incident tickets: All Cherwell ticket must be acknowledged and resolved within the set SLA Measurement: 95%
- Meet OLA/SLA targets through effective partnership with other departments & vendors
- Support warehouse IT initiatives within budget and schedule

**KEY ACCOUNTABILITIES**

Functional
- Provide timely intermediate to advanced end-user hardware and software support for both Warehouse and Brampton Home Office
- Support Distribution Centre (DC) system upgrades, development, and selection, as required
- Prepare and maintain all department documentation, including inventory and asset management
- Stage and image PCs (desktops and laptops)
- Provision hardware for new users, based in Brampton - following the standards built and outlined by IT Provisioning & Support
- Deprovision hardware for departing users, based in Brampton - following the standards built and outlined by IT Provisioning & Support
- Maintain label printers, including managing inventory and providing training on all models
- Review, recommend, and maintain hardware standards Brampton DCs and office
- Coordinate with select vendors ensuring communicated timelines, schedules, performance expectations are being met and pricing is controlled
- Schedule hardware disposals via vendors - eWaste
- Resolve and document computer problems, provide feedback to customers, and enhance customer knowledge according to established procedures
- Create and maintain Warehouse software/hardware procedures and standards documents
- Identify and correct all RF hardware and software issues, providing, instructions on the proper usage of RF devices
- Create and deploy software packages to RF scanners via the MSP server and barcode sheets
- Maintain the MSP (RF monitoring/deployment platform) server
- Maintain inventory of all Distribution Centre (DC) RF scanners, as well as all software at the Distribution Centre
- Ensure that Distribution Centre users are practicing proper hardware and network security procedures
- Coordinate and schedule preventative maintenance and hardware upgrades with vendors
- Act as an advocate for the customer by placing them at the forefront of all decision-making and design processes
- Proactively identify and anticipate business expectations and needs
- Embrace technology that creates high tech and low touch solutions
- Challenge the status quo by consistently identifying areas for improvement, diagnosing issues, and working to resolve them

People
- Collaborate with others to drive flexible and iterative solutions, quickly and easily
- Share technical knowledge with others and actively seek to learn from those more knowledgeable than yourself
- Help others see the impacts of their efforts and proactively engage other functions to get input
- Encourage others to freely share their point of view and be open to feedback

Cultural
- Model Indigo’s beliefs and convey a positive image in everything you do
- Celebrate diversity of thought and have an open mindset
- Take an active role in fostering a culture of continual learning, taking risks without the fear of making mistakes
- Embrace, champion and influence change through your team and/or the organization

**SCOPE**

Reports to: Manager, IT Support & Implementation

**KEY RELATIONSHIPS**

Internal:

- Service Desk
- IT
- RDC & ODC Warehouse Management
- Brampton Home Office Users

External:

- Key IT & Warehouse Systems Vendors

**Qualifications**:
Work Experience / Education / Certifications
- University degree in Engineering, Computer Science, Business, or a related degree program
- Minimum of 5 years experience with an IT support position in a warehouse and retail environment

Competencies / Skills / Attributes
- High level of professionalism,