Bilingual Is Help Desk Analyst

2 days ago

Ottawa, Canada Giant Tiger Full time

About this Opportunity
Recognized as an Employer of Choice in the National Capital Region, Giant Tiger’s Home Office provides a dynamic work environment with many opportunities for a fulfilling career. We are a Canadian owned and operated retailer (and proud of it), with a strong commitment to the community, and over 60 years of success. If you are looking for a challenging and stimulating career, Giant Tiger may be right for you. We believe in opportunities for growth & development, teamwork, and engagement.

**IS Help Desk Analyst, Job Highlights**:

- Provide outstanding customer service to user community;
- Log reported incidents in the Incident Management System;
- Troubleshoot and attempt to solve IT related problems over the phone;
- Escalate and communicate unresolved issues to 2nd line teams, and major outages to management;
- Fulfill IT service requests and initiate approval process for service requests when required;
- Follow-up on the status of open incidents with other teams, to ensure problems are resolved in a timely manner;
- Create documentation to assist in incident resolution;
- Provide outstanding after-hours pager support in a rotation with other agents;
- Assist in various hardware and software rollouts;
- Complete new store setup procedures within assigned timelines, to prepare new stores for opening;
- Maintain Help Desk new store opening procedures and recommend updates where needed;
- Attend/Travel to New Store openings to provide onsite support as required.

**IS Help Desk Analyst, Key Qualifications**:

- Bilingualism (English/French) a must, both verbal and written;
- One (1) year of In-Store retail experience in a Giant Tiger store OR a minimum of two (2) years of Help Desk/Support experience in an IT support environment;
- Post-secondary education in an Information Technology field, an asset;
- Ability to easily learn, and work with, new and existing technologies;
- Solid understanding of computer hardware and peripherals;
- Strong interpersonal, customer service and incident management skills;
- Excellent time-management and organizational skills;
- Ability to work independently with limited supervision, and as part of a team;
- Flexible to carry an after hour pager in a rotation (evenings & weekends);
- Available occasionally after hours or weekends to assist in rollouts;
- Previous retail experience an asset;

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