Hybrid: Markham, Ontario

Job Description:

What is the role?

The Sr. Help Desk Analyst provides customer support, service and technical support through analysis and problem resolving to enable installation, maintenance, education, implementation and documentation of variety of software and hardware technologies via phone to end users. The incumbent will take the lead role in Help Desk projects in relation to system updates and the communication of process changes. They will also assist with training of new team members on policies and procedures.

What will you do?

Receive calls from end-users (all store, warehouse and head office users), assisting and trouble-shooting as necessary for POS and head office business systems support to ensure normal ongoing operations of systems across the company.Maintain and track Requests/Tickets using the call tracking softwareTesting new releases of POS software (Microsoft Dynamics Navision – LS Retail)Test store flyers to ensure that promotional pricing is correctly charged at the POS system prior to the release of the flyer to store POS systemsCommunicate flyer testing results to the merchandising team and communicate problems to programming staff as necessary (ensures that bugs are brought to their attention)Initiate service calls for malfunctioning store systems including POS hardware, networking equipment, and store laptopsFollow-up on calls to ensure proper closure

What will you need to succeed?

Education and Experience

High School DiplomaPreferred: College diploma in technology or business-related fieldMinimum 1-2 years’ experience in customer supportDemonstrated experience troubleshooting hardware and softwareRetail experience, preferably with a Point-of-Sale system (POS) is an asset

Knowledge and Skills

Strong customer service and problem-solving skillsExcellent verbal and concise written communication skillsComputer literate and general aptitude for learning new proprietary and commercial software programsAbility to prioritizeAnalytical approachExperience with MS Office (Word and Excel) is essential