Analyst IT Support (Level 1)

at  Reitmans Canada LteLtd

WHO WE ARE:

At Reitmans (Canada) Limited (RCL), every moment of every day revolves around our customers and our love of fashion. We believe fashion empowers our customers to put their best foot forward when it matters the most. From the design table to the stores and our digital channels, we are always finding new ways to create memorable customer experiences, backed by a strong brand portfolio and powered by the most passionate people in the industry.
Description du poste

• Answers and investigates all Level-1 incoming requests from RCL Stores;
• Troubleshooting all hardware, software procedure issues reported by stores;
• Makes use of Cherwell Knowledge base to ensure accurate resolution;
• 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;
• Escalate any store level issues that cannot be resolved to the ITSG coordinator for 3d party support;
• 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;
• Contributes to knowledge base improvement with new findings and or suggestions;
• Process all account requests, hardware, and software requests and replacements;
• Participates in project deployment of new technology;
• Assists technicians in installing and configuring replacement equipment and restoring backups.
  Qualifications

Who you are:

• Professional or College degree in Information Technology (or equivalent);
• One year experience as part of a call center (significant asset);
• Strong knowledge of Microsoft Office suite;
• Proficiency with Windows 7-10;
• Must have a thorough knowledge of IT systems - including hardware, software and telecommunications;
• Exceptional Customer service skills;
• Bilingualism is required (French and English – spoken and written);
• Be available to work on a rotating schedule (day, evening and weekend shifts).

Informations complémentaires