Service Desk Analyst I

Job Title
Service Desk Analyst I

- Job Description
About SNDL

SNDL is the largest private sector liquor and cannabis retailer in Canada with retail banners that include Ace Liquor, Wine and Beyond, Liquor Depot, Value Buds, and Spiritleaf. As a licensed cannabis producer and one of the largest vertically integrated cannabis companies in Canada specializing in low-cost biomass sourcing, premium indoor cultivation, product innovation, low-cost manufacturing facilities, and a cannabis brand portfolio that includes Top Leaf, Contraband, Citizen Stash, Sundial Cannabis, Palmetto, Bon Jak, Spiritleaf Selects, Versus Cannabis, Value Buds, Vacay, Grasslands, and Superette. SNDL's investment portfolio seeks to deploy strategic capital through direct and indirect investments and partnerships throughout the global cannabis industry.

About the Role

Responsibilities include, but are not limited to:- Monitor the ticket board for requests/Incidents, action to provide a timely resolution or triage to the appropriate support team.- Maintain accurate and detailed records of client interactions, actions taken, and resolutions provided in our ticketing system.- Collaborate and actively communicate with users, peers, and other BT resources to resolve service and support related issues.- Document and share details related to issue resolutions, troubleshooting challenges, and trending issues.- Setup new hardware and software, including computers, printers, and peripherals.- Ensure asset and inventory records are maintained and up to date.- Provide documentation and training on location-based systems to Service Desk team members.- Help maintain the Service Desk knowledge base articles and documentation including creating and updating when necessary.

Experience and Qualifications- College diploma or university degree in computing, finance, business administration or a related field.- Minimum one year supporting ERP processes as an IT support analyst or as a power user within a business team.- Strong analytical, customer service and problem-solving abilities.- Excellent written and verbal communications skills.- Experience in a Retail environment is considered an asset.- Experience with Dynamics 365 for Finance and Operations is considered an asset.- Experience with DevOps and the Regression Suite Automation Tool (RSAT) is considered a strong asset.- Experience working independently, as well as in a cross-functional team-oriented environment.

Personal Characteristics and Requirements- Uphold confidentiality, ethics, and demonstrate a high level of discretion at all times.- Results-oriented professional with a high degree of initiative and autonomy.- Strong verbal and written communication skills in English.- Interpersonal with a positive attitude.- Customer service focused with excellent listening skills and the ability to accurately identify needs.- Ability to clearly and effectively communicate with a variety of employees.- Passionate about and skilled at solving problems.- Strong time management skills and ability to manage a high volume of work with conflicting priorities to meet deadlines.- Ability to be flexible, in keeping with the needs of our growing company.- Must pass a security clearance.- Must have valid drivers license and reliable transportation.- Ability to work some evenings or weekends and participate in an On-call rotation.- This is an onsite position based in Kelowna, British Columbia, and is specifically for a set afternoon shift, 2:30PM to 10PM PST.

As a valued member of the SNDL team, you will enjoy:
- Competitive total compensation and incentives.- A top-notch extended benefits package including medical, vision, and dental.- An entrepreneurial and innovative environment that fosters growth and continuous learning.

Our Commitment to Diversity & Inclusion:

- Number of Openings
1

Time Type

Full time