Technical Support Analyst

Job title: Technical Support Analyst

Company: Parian Logistics

Job description: JOB TITLE: Analyst, Technical Support (4-months)

LOCATION: Winnipeg, MB

REPORTS TO: IT Manager, National Operations Support

ABOUT PARIAN LOGISTICS

parian Logistics Inc, an affiliate of Stern Partners, owns a 28.6-acre property at 1530 Gamble Place in Winnipeg that houses the head offices and distribution centre for Warehouse One Clothing and Ricki’s Fashions, as well as the distribution centre for Bootlegger Clothing and cleo Fashions. Parian Logistics is also home of the newly created National Shared Services business unit that supports the Retailing portfolio of Stern Partner companies: Warehouse One, Urban Barn, Comark (Bootlegger, Ricki’s, and cleo), and Auld Phillips. The Shared Services include: Human Resources, Finance, Digital Marketing, and Information Technology.

THE ROLE

The National Operations Support group is the front end of the IT Organization to all the employees across all banners of the retail companies. This team is critical to the successful operations of the business while providing a top-class customer experience.

The National Operations Support Team is a highly collaborative group of individuals who possess the technical expertise and business context to delight our end-users.

The Technical Support Analyst will provide 1st level support to all tickets assigned while ensuring SLA’s are met and delivering a high customer satisfaction.

KEY ACCOUNTABILITIES

• Provide first level technical support virtually and in person as needed.
• Diagnose and troubleshoot end-user technical issues with a sense of urgency.
• Escalate complex problems to the appropriate team members for resolution.
• Complete tickets and documentation quickly and professionally on all customer support issues as per Service Level Agreements.
• Follow all standard operation procedures (SOP) through the effective use of the support software used by the team.
• Support PC’s, Laptops, Printers, Cell/Desk Phones, and any other technology supported by the Operations Support team.
• Installation and support of software as required.
• Maintain an accurate hardware inventory using the assigned system.
• Provide basic end-user training on log in, software, hardware, and internal security.
• Responsible for on-call support as needed.
• Work in a positive and energized team environment.

KNOWLEDGE & SKILLS

• Demonstrated capability to achieve results with a positive attitude under pressure in a fast-paced client driven environment.
• Effective prioritization and efficient use of time.
• High attention to detail and follows through on commitments.
• Demonstrated interest to learn and increase technical proficiency.
• Work collaboratively with people across the organization with a can-do attitude and a customer centric approach.
• Working knowledge of Windows operating systems, imaging PC’s, networks, and network security concepts.
• Working knowledge of Microsoft Office application suite (O365).
• Working knowledge of Microsoft Active Directory.
• High level of analytical and cognitive skills to troubleshoot complex and technical problems.
• Basic knowledge of ITIL.
• Basic understanding of Service Desk metrics/Ticketing System’s/SLA’s.
• Communicate effectively in English both written and verbally.

EXPERIENCE

• 1-3 years of working experience in an IT Service Desk environment.
• Relevant education in IT (Degree, Diploma, or Certification)

Expected salary:

Location: Winnipeg, MB

Job date: Mon, 11 Jan 2021 23:30:42 GMT