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Analyst It Support (Level 1)
Company | Reitmans Canada Ltée/Ltd |
Address | Montreal, Quebec, Canada |
Employment type | FULL_TIME |
Salary | |
Category | Retail |
Expires | 2023-09-23 |
Posted at | 8 months ago |
Company Description
- Troubleshooting all hardware, software procedure issues reported by stores;
- Contributes to knowledge base improvement with new findings and or suggestions;
- Participates in project deployment of new technology;
- Follow up on the status of the open incidents; ensure that the issue is resolved in a timely manner and that all details are accurately noted in Cherwell for future reference;
- Ensures calls and emails are answered in an efficient and timely manner;
- Analyses the problems reported and makes use of the ticketing system Cherwell to log all journals solutions and details;
- Process all account requests, hardware, and software requests and replacements;
- Assists technicians in installing and configuring replacement equipment and restoring backups.
- Answers and investigates all Level-1 incoming requests from RCL Stores;
- Escalate any store level issues that cannot be resolved to the ITSG coordinator for 3d party support;
- Makes use of Cherwell Knowledge base to ensure accurate resolution;
- Bilingualism is required (French and English – spoken and written) to support all stores across Canada;
- Proficiency with Windows 7-10;
- Must have a thorough knowledge of IT systems - including hardware, software and telecommunications;
- Strong knowledge of Microsoft Office suite;
- One year experience as part of a call center (significant asset);
- Exceptional Customer service skills;
- Professional or College degree in Information Technology (or equivalent);
- Be available to work on a rotating schedule (day, evening and weekend shifts).
- Generous Employee Referral Policy.
- Paid Time Off ( Sick Time, Flex Days & Vacation (Full Time Employees Only);
- A competitive benefits package (Full Time Employees Only);
- 50% discount at all Reitmans (Canada) Limited brands (Penningtons, Reitmans & RW&CO.);
- Additional benefits include monthly annual potential, opportunities for advancement and tuition reimbursement;
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