Help Desk Analyst

at  Pattison Food Group

Come join Pattison Food Group Ltd., a Jim Pattison business, and Canada’s largest Western-based provider of food and health products.
Pattison Food Group Ltd. consists of Save-On-Foods and other well-known grocery banners. With nearly 300 retail locations, we proudly employ more than 30,000 team members.
We have an exciting opportunity for a full-time Help Desk Analyst to join our IT team in Langley, BC.
Reporting to the Team Lead, Helpdesk, you will be providing first-level incident support and resolution for Business Applications and Hardware.

You will be responsible for:

• Providing first-level incident support and resolution (Business Applications and Hardware).
• Resolving Operating Systems, Application, Network, Internet, Email, Input and Output device issues.
• Troubleshooting over the phone, email, remote connection, and instant message.
• Using knowledge bases and FAQ resources on the Internet and Intranet to troubleshoot incidents to final resolution.
• Escalating issues to Level 2 and 3 resources efficiently.
• Updating information within the Ticketing System and documenting as necessary.
• Following up with end users for status and/or confirming the resolution meets expectations.
• Working closely with IT team members to ensure policies and procedures, instructions, and guidelines of the IT department are followed.

You have:

• Degree or Diploma in computer science or information technology; or 1+ years of work-related experience within a Help Desk/Service Desk role.

You are:

• Able to follow through effectively with tasks, projects, and troubleshooting.
• Detail oriented.
• A strong problem solver with analytical and critical thinking skills.
• Able to multi-task and work in a fast-paced, team-oriented, collaborative environment.
• An exceptional communicator with strong written and oral skills.
• Customer service oriented with the ability to build rapport, by listening and asking appropriate questions.
• Able to build rapport, by listening and asking appropriate questions.

What we offer:
In addition to a highly competitive salary, we offer a great range of benefits, a company pension plan, free parking, exclusive team member offers, and opportunities for development and career progression.
If you’re looking to join a team that puts people first, you’re in the right place. Apply online today!
Compensation Details:
$52,880.00 - $66,100.00
The compensation offered for this position will take into consideration location, education, skills, experience, and other factors.
About Us
Pattison Food Group is a Jim Pattison business and Canada’s largest Western-based provider of food and health products. Headquartered in British Columbia, Canada, we have been in business for 107 years. We proudly employ more than 30,000 team members who are committed to achieving long-term growth and share a passion for giving back to the communities where we do business. Together, we leverage each other’s collective strengths to enhance efficiencies across our respective organizations. Our largest and signature company is Save-On-Foods.
With 11 retail banners operating nearly 300 food and drug retail locations through Western Canada, in Whitehorse Yukon, Washington State, and Oregon each uniquely positioned to cater to the needs of their community; 4 wholesale businesses catering to the diverse needs of their customer base across Canada; 5 food and pharmacy production facilities focused on high quality distinct offerings; an industry-leading loyalty program and a world-class set of proprietary consumer brands, Pattison Food Group businesses are proud to be recognized as leaders in customer service and innovation.

• Providing first-level incident support and resolution (Business Applications and Hardware).
• Resolving Operating Systems, Application, Network, Internet, Email, Input and Output device issues.
• Troubleshooting over the phone, email, remote connection, and instant message.
• Using knowledge bases and FAQ resources on the Internet and Intranet to troubleshoot incidents to final resolution.
• Escalating issues to Level 2 and 3 resources efficiently.
• Updating information within the Ticketing System and documenting as necessary.
• Following up with end users for status and/or confirming the resolution meets expectations.
• Working closely with IT team members to ensure policies and procedures, instructions, and guidelines of the IT department are followed