Specialist, IT Service Support - Brampton, Canada - Indigo Books & Music

Indigo Books & Music

Verified Company

Brampton, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Company Description
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Dedicated to telling stories and creating experiences, Indigo is always looking for bright, energetic and customer-focused people who can help bring our exciting mission to life in one of our more than 170 Indigo, Indigospirit, Chapters and Coles stores across Canada.

We offer a variety of exciting opportunities at our retail stores, distribution centres, and home office for people who share our passions and want to be part of a dynamic and enriching culture.

WHO WE ARE

We love books and all things beautiful
We are Canada's Cultural Department Store
Books are our heart and our soul and Great Books are JUST the Beginning

We play by the following rules:

We exist to add joy to our customers' lives each and every time they interact with us and our products
Our job is to create joyful moments for our customers
We treat each other the way we'd treat a valued friend
We inspire each other to do our best work
We seek to ignite creativity and innovation every day
We give back to the communities in which we operate

Job Description:

The Specialist, IT Service Support is responsible for logging, categorizing, and assigning incoming incident tickets.

The Specialist will provide data centre monitoring of production systems, including the creation, set-up, analysis, and performance of the operational infrastructure, along with the production of job schedules, enterprise system management, and event management configurations.

This role participates in the incident management process and supports the organization's Major Incident Management (MIM) support practices.

The individual works closely with the various groups within the organization to provide first and second-level technology support, ensuring that any interruption is minimized.

KEY PERFORMANCE METRICS

Ticket OLA/SLA Response and Resolution > 90% companywide
To be reported to Senior Leaders and Business teams weekly
Hold all departments & vendors accountable to OLA/SLA targets
Ticket Reductions > 10% per year
To be measured and reported weekly
The target of 0 failures as a result of changes
System Availability target > 99.9%
MIM, > 95% individual and dept success rate in handling major incidents

KEY ACCOUNTABILITIES
Functional

Provide phone and dialin operations user support via ITSSC call centre software and its inherent knowledge tree.
Escalate issues within IT, Retail Store Operations, external vendors or various business units.
Make recommendations to address problems, improve service, and provide improved support with a customercentric focus.
Use diagnostic tools and methods to analyze network, desktop, and infrastructure business logistics problems.
Maintain and expand the body of knowledge in the knowledge base.
Produce reports according to established guidelines.
Quickly react and escalate as necessary within IT, external vendors or various business units on critical issues through to resolution, following up with the customer to ensure satisfaction.
Log, document, and update all alerts/incidents in the incident management tool(creation of incident/problem ticket) and detail all actions taken.
Proactively identify and anticipate customer expectations and needs
Work with Managed Services Vendor to ensure effective support and proper knowledge transfer
Act as an advocate for the customer by placing them at the forefront of all decisionmaking and design processes
Proactively identify and anticipate customer expectations and needs
Embrace and seek out technology that creates hightech and hightouch solutions for Indigo's customers
Challenge the status quo by consistently identifying areas for improvement, diagnosing issues and working to resolve them

People

Collaborate with others to drive flexible and iterative solutions quickly and easily
Share technical knowledge with others and actively seek to learn from those more knowledgeable than yourself
Help others see the impacts of their efforts and proactively engage other functions to get input
Encourage others to freely share their point of view and be open to feedback

Cultural

Model Indigo's beliefs and convey a positive image in everything you do
Celebrate the diversity of thought and have an open mindset
Take an active role in fostering a culture of continual learning, taking risks without the fear of making mistakes
Embrace, champion, and influence change through your team and/or the organization

SCOPE

Reports to:
Director, Store and Home Office IT Support

KEY RELATIONSHIPS

Internal:

Service Desk/OCC
IT Support Groups
Stores, Home Office and IDSC staff & management

External:

Key vendors

Qualifications:

Work Experience / Education / Certifications

College diploma or Bachelor's degree in information technology or a related field is an asset
13 years of experience in being able to troubleshoot and search for solutions with the available t