Bilingual Service Desk Analyst

Job Title: Bilingual Service Desk Analyst

Location: Toronto, ON (Onsite)
    
Estimated Duration: 6 Months

The Retail System Service Desk Support (RSSD) team provides 19*7 support to  retail stores; applications and hardware. The team works retail business hours and provides off-hours pager support on a rotating basis. The list of supported applications and hardware includes, but is not limited to, supply chain, marketing, POS, Scanners and RF Guns…
Responsibilities

• Provide technically sound responses to customer initiated IT inquiries either verbally or in writing. Responses are based on specific system knowledge and service information. Make day-to-day operational decisions that will comply with internal processes and help plan to get the work done effectively
• Provide technical support, advice and guidance to our customers and business partners regarding:  service levels, internal processes, operational best practices, data interpretation and procedures relating to their inquiry. Problem-solve and trouble shoot to achieve desired customer results
• Triage calls/e-mails to establish appropriate resolution priority.  Based on a sound understanding of applications and systems ensure that incidents are routed to the appropriate Support area for resolution
• Accurately record/document the nature of the reported issue or request in such a way as to enable 2nd Level Support teams to fulfill the request/resolve the issue.  
• Develop and maintain strong relationships with support teams. Actively seek out and gather technical and non-technical information from a variety of sources; analyze information and provide results to enable effective decision making to help with incident resolution/request fulfillment on first contact.
• Support new and existing technology and applications for a variety of systems and customers
• Ability to learn new technologies and procedures quickly for immediate interaction with customers
• Identify, monitor and help mitigate the impact to IT and the Business during major incidents

Who you are

• Agile and innovative individuals, who are able to manage in an environment of change and ambiguity to help us take bold and strategic moves in this rapidly evolving retail environment
• Creative thinkers who take initiative and are capable of building, launching and managing projects/programs that drive results for our customers
• Problem solvers with the ability to analyze and prioritize to meet business objectives
• Collaborative team players with superior influencing skills, who build relationships easily across various stakeholder groups to move initiatives forward

Qualifications

• Has a college or university degree in computer science with a working knowledge in AS400
• Has a previous customer service and service desk experience, preferably, in a retail environment supporting retail applications and hardware like RF Guns, POS and SCO
• Thrives solving problems and is able to multi-task and prioritize activities
• Is a team-player with strong communication skills and a customer-service orientation
• Is willing to work various shifts during retail support hours and provide off-hours support on a rotating basis