Canadian Tire Service Desk Analyst (14 months contract) Temporary in Toronto, ON

Overview

Canadian Tire

Branch Toronto ON CA

Position:
Service Desk Analyst (14 months contract)
Location:
Toronto, ON

Demonstrated ability to adapt and learn new technologies. Experience troubleshooting hardware devices such as printers, thin client PCs, wireless technology and…

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C04EGU

We are looking for a customer focused individual to support our Retail Systems team in troubleshooting calls for our Canadian Tire and Part Source stores nationally. The successful incumbent will resolve and/or escalate incidents regarding back office systems (IBM I5) or their Point of Sale systems (Fujitsu TeamPOS) as well as incidents pertaining to application (Equity, Point One software), hardware systems and general operating questions.

Responsibilities

Act as a first-level contact for CTC stores, and PartSource stores to troubleshoot and solve incidents

Increase customer satisfaction by ensuring that negotiated published response and resolution times are met as per Service Level Agreements (SLA)

Monitor the progress of the incident and keep the customer informed, escalate to Second level teams for complex issues

Determine through analysis if the calls are hardware related. Contact various hardware maintenance vendors and monitor their progress

Evaluate, influence and train store staff on best operational use of the systems

Communicate effectively with other CTC corporate areas such as Canadian Tire Financial Services (CTFS) and Communication Services to resolve customer problems

Respond in a timely manner to inquiries from various CTC corporate areas such as CTFS, Marketing, Dealer Order etc.

Understand and follow priority definitions as established by Retail Support management

Develop effective working relationships with the user community and peers

Ensure that a clean hand-over of all outstanding calls occurs at the end of each shift change

Other duties as required

Qualifications

Previous experience in a call centre and/or service desk environment

Retail experience required, Canadian Tire store experience preferred

Strong knowledge of retail store systems (POS, AS400, RF, PC’s)

Experience troubleshooting hardware devices such as printers, thin client PCs, wireless technology and scanners

Network knowledge including VPN, Citrix, Active Director

Strong customer service orientation

Proven ability to multi-task in a demanding work environment

Proven troubleshooting and analytical skills

Quick study, thrives in a fast-paced, ever-changing work environment

Demonstrated ability to adapt and learn new technologies

Available to work multiple shifts including weekends and nights seven days a week

Fluently bilingual (English/French) preferred

As a condition of employment, this position is subject to the successful completion of the following Pre-employment conditions:

Reference Checks

Criminal Background Checks

Canadian Tire

ON-Toronto

Temporary Work

Full-time

Unposting Date

:

Ongoing