Support Analyst

As a consultant with our client, you’ll receive:
- Highly competitive market hourly rates
- A 6 month contract with a strong probability of extension
- Remote interview process


Responsibilities
General duties include:
• Provide a world-class support experience to our employees via phones, live chat, email, ServiceNow (our ITSM tool), in-person and any future channels
• Diagnose, troubleshoot, and resolve technology issues and concerns (Point of Sale (POS), in-store devices, printers, laptops, PC, Zoom room hardware + more)
• Learn, utilize, install and troubleshoot up to 350+ software applications with a wide range of complexity (Active Directory, Microsoft 365, Zoom, Workday, X-store, + more)
• Provide discovery, diagnosis, and level 1 network troubleshooting for stores and corporate offices
• Manage entire lifecycle of incidents through our ServiceNow tool, updating priority and providing accurate and timely updates to our employees
• Collaborate with Service Excellence and Cross-Functional Tech teams by providing detailed documentation on any incident that requires their support
• Action and fulfill access requests for employees
• Monitor the EHC incident queue and ServiceNow dashboards to identify opportunities to help teammates solve issues more efficiently
• Participate in ongoing learning and development opportunities and trainings as our technologies advance and our processes change
• Maintain and update Knowledge Base Articles using our ITSM tool, ServiceNow
• Communicate with external vendors to order new hardware, schedule technician visits and use escalation channels where needed.
• Track trends to help identify Major incidents or problem tickets
• Adhere to our Standard Operating Procedures (SOP) and aim for excellence in our key performance metrics (Customer Satisfaction, Service Level Agreements, Mean Time to Resolve and Speed to Answer)
• Commitment to the betterment of the EHC through collaboration and honest, timely feedback to peers, leadership and partners
• Shift flexibility - We provide support for international stores 24/7 with 18/7 coverage in the office, so the flexibility to work evenings and weekends is necessary

Qualifications
• Excellent interpersonal skills: The ability to foster connections and build trust while gathering relevant information
• Friendly, upbeat, and optimistic with an interest or passion in tech, continuous learning, creative problem solving and collaboration
• Proactive in communication where there may be issues or support is needed
• A clear, honest, and kind communicator with strong verbal and written communication skills
• Acknowledges the presence of choice in every moment and takes personal responsibility
• Possesses an entrepreneurial spirit and continuously innovates to achieve remarkable results
• Integrates fun and joy as a way of being and working (does not take themselves too seriously)
• Excels at managing and prioritizing tasks in a fast-paced environment

Experience:
• Demonstrated excellence in customer service experience
• Demonstrated ability to communicate effectively and professionally via phone, email, and in-person
• Proven ability to prioritize and organize multiple tasks
• Familiarity with Microsoft (Office 365)
• Background or education in a technical field is a plus

Summary
If you are a Support Analyst and the prospect of joining a dedicated team intrigues you, then this role with our high-profile client could be the perfect opportunity for you.

Apply below or reach out to your Randstad representative for more information.


Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.