Application Support Analyst

1 week ago

St Jacobs, Canada Home Hardware Stores Limited Full time

Our IT Store Systems team is looking for an
**A**
**nalyst - Application Support**. Reporting to the Manager, Analyst - Application Support, 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**
**y**
**ou’ll**
**d**
**o**:

- 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 using Infrastructure and Security products.
- 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**
**w**
**e’re**
**l**
**ooking**
**f**
**or**:

- 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, SUSE Linux operating systems is an asset.
- Strong service orientation, 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.
- Willingness and ability to work flexible hours and overtime when required.
- Technical knowledge an asset.
- Fluency in oral and written French is an asset.

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

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