Analyst IT Support (Level 1)

RCL - Reitmans Canada Ltd/Ltée; Montreal; Hybrid; CAD 40,000 - 65,000; Full time

Job summary

Join a forward-thinking company that values customer experience and empowers employees through technology. As an Analyst, you will play a key role in resolving technical issues and enhancing the employee experience with diverse tools. This position offers a flexible hybrid work environment, comprehensive benefits, and opportunities for growth, making it an ideal place to advance your career in the fashion retail industry. Be part of a team that prioritizes well-being and inclusivity while making a significant impact in a renowned Canadian brand.

Benefits

Flexible hybrid work environment

Comprehensive benefits program

Flexible paid time off

Exclusive discounts at stores

Referral bonuses

Opportunities for career advancement

Tuition reimbursement

Qualifications

• One-year experience in a call center is an asset.
• Thorough understanding of IT systems and telecommunications.

Responsibilities

• Respond to and investigate Level-1 requests from stores.
• Troubleshoot hardware and software issues reported by stores.
• Contribute to knowledge base improvements with new findings.

Skills

Microsoft Office

Windows 7-10

Customer Service

Bilingual (French and English)

IT Systems Knowledge

Education

Professional or College Degree in IT

Tools

Cherwell

Job description

Company Description

At RCL - Reitmans Canada Limited, our focus is on our customers and our passion for fashion. We believe fashion empowers our customers to present their best selves. From design to stores and digital channels, we strive to create memorable customer experiences backed by a strong brand portfolio and passionate team members.

Founded in Montréal, Quebec, nearly 100 years ago, RCL remains a proudly Canadian company. Our design teams, headquarters, and stores are all based in Canada.

Job Description

The Opportunity

Reporting to the IT Support Group Supervisor, as an Analyst, you will resolve technical and process-related issues, ensuring an exceptional employee experience with our diverse tools and technologies.

What You Do

• Respond to and investigate all Level-1 requests from RCL stores.
• Troubleshoot hardware and software issues reported by stores.
• Utilize Cherwell Knowledge Base for accurate resolutions.
• Answer calls and emails efficiently and promptly.
• Analyze reported problems and document solutions using Cherwell.
• Escalate unresolved store issues to the ITSG coordinator for third-party support.
• Follow up on open incidents, ensuring timely resolution and proper documentation.
• Contribute to knowledge base improvements with new findings or suggestions.
• Process account, hardware, and software requests and replacements.
• Participate in deploying new technology projects.
• Assist technicians with installing, configuring equipment, and restoring backups.

Qualifications

What Sets You Apart

• Professional or College degree in IT or equivalent.
• One-year experience in a call center (asset).
• Strong knowledge of Microsoft Office.
• Proficiency with Windows 7-10.
• Thorough understanding of IT systems, hardware, software, and telecommunications.
• Exceptional customer service skills.
• Bilingual in French and English, spoken and written.
• Availability to work on a rotating schedule (day, evening, weekend shifts).

Additional Information

What Sets Us Apart

• Flexible hybrid work environment promoting work-life balance.
• Comprehensive benefits program prioritizing well-being.
• Flexible paid time off, including sick days and vacations.
• Exclusive discounts at Penningtons, Reitmans, and RW&CO.
• Referral bonuses for expanding our talented team.
• Opportunities for growth, including bonuses, career advancement, and tuition reimbursement.

Total rewards vary based on employment status, offering different perks for full-time, part-time, or contract roles.

Join the iconic Canadian fashion retailer with hundreds of stores across the country. Make a difference and grow your career at RCL! #ReadytoRCL

RCL is an equal opportunity employer committed to diversity and inclusion. We value all backgrounds and abilities and will provide accommodations during the recruitment process upon request.

We thank all applicants. Only selected candidates will be contacted.