Service Desk Analyst

Bilingual Service Desk Analyst

6 Month Contract

4 Days on site in Toronto

Job Description

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
• 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

This posting is for an existing vacancy.

Tundra Technical Solutions is a global workforce and technology delivery firm, ranked by Staffing Industry Analysts as one of the largest in North America. At Tundra, we aren't just hiring top talent at the world's most recognizable brands; we are pioneers of social recruitment. We are an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other legally protected characteristics. We welcome and encourage diversity in the workplace.

We use artificial intelligence tools to help our recruiters screen and assess talent. These tools do not replace human decision making in the process.

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