IT Support Analyst

2 weeks ago

Burnaby, Canada Specsavers Full time

**About Specsavers**

**Specsavers is the largest privately owned optical and audiology group in the world. With budgeted revenues in 2020/21 in the region of £3bn, the business trades from more than 2,000 locations across 10 countries (UK, Republic of Ireland, Spain, Sweden, Norway, Netherlands, Denmark, Finland, Australia and New Zealand). The company has been through an impressive journey and having effectively managed through the first wave of Covid-19, has ambitious long-term plans in place to develop further**

**In March 2021, we were delighted to announce that Specsavers is now entering Canada, having acquired a regional, value for money chain of 18 stores operating in and around the Vancouver area of British Columbia; ‘Image Optometry’.**

**We believe that entering the Canadian market presents a fantastic opportunity for Specsavers to deliver its amazing customer care and value for money, as well as making a real difference to Canadian customers‘ lives.**

**Main Purpose of the Team**

**The Technology team provides the IT services that help our business run and grow. This is by giving our store and support office colleagues the tools and equipment that enable them to be great at what they do, which is to help our customers.**

**The Role**

**Reporting to the IT Support & Store Delivery Manager, the IT Support Analyst will be the first point of contact for all IT incidents and requests from retail stores and our Burnaby Support Office users, providing a high level of customer service remotely and in-person. As we are a fast-growing company in Canada, this role will also have exposure to ongoing projects across Retail, Clinical, Supply chain and our Support Office.**

**Key Responsibilities**
- Provide remote support to our Retail colleagues and partners
- Provide desktop and user support at the Burnaby Office location
- Set up new user accounts and assist with onboarding
- Troubleshoot network issues and escalate effectively where required
- Utilize ServiceNow and JIRA to log, update and resolve support tickets
- Collaborate with internal teams and 3rd party vendors to troubleshoot and resolve Incidents
- Contribute to the continual service improvement of our IT support services as we grow
- Assist in Incident Management and contribute to Problem Management
- Collaborate with internal IT teams on various projects

**Key Abilities, Skill and Experience**
- A passion for providing excellent customer service
- Strong communications skills, both written and verbal
- Previous experience providing both remote and desktop support
- Understanding of ITIL best practice
- Experience with the following is **key**:

- ServiceNow
- JIRA
- Windows 10
- Office 365
- Azure Active Directory
- Computer Hardware (Laptops, Desktops, Monitors & Peripherals)
- Mobile Device Management
- Basic Network Troubleshooting
- Basic Application Troubleshooting
- Experience with the following is a **_bonus_**:

- Administering users and phonelines through RingCentral
- Configuring devices and profiles in JAMF
- Retail-specific Hardware, Software and Support processes
- Troubleshooting or configuring Cisco Meraki equipment
- Clinical software troubleshooting, and understanding of optometry equipment

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