Analyst IT Support (Level 1) (3 month' contract)

Reitmans Canada Ltée/Ltd; Montreal; Hybrid; CAD 40,000 - 70,000; Full time

Job summary

Join a forward-thinking company as an IT Support Analyst, where your expertise will help resolve technical issues and enhance employee experiences. In this dynamic role, you'll be the first line of support for our diverse tools and technologies, ensuring timely resolutions for incoming requests. Your contributions will not only improve our knowledge base but also assist in deploying new technology. With a commitment to customer service and a collaborative environment, this position offers the chance to grow within a company that values your skills and provides a competitive benefits package. If you're ready to make a difference, we want to hear from you!

Benefits

Competitive benefits package

Paid Time Off (Sick Time, Flex Days & Vacation)

Monthly bonus potential

Opportunities for advancement

Tuition reimbursement

50% discount at all Reitmans brands

Generous Employee Referral Policy

Qualifications

• Professional or College degree in IT or equivalent required.
• Bilingualism in French and English is a must.

Responsibilities

• Resolve Level-1 incoming requests from RCL Stores efficiently.
• Troubleshoot hardware and software issues reported by stores.

Skills

Customer service skills

Bilingualism (French and English)

Troubleshooting

Analytical skills

Education

Professional or College degree in Information Technology

Tools

Cherwell

Microsoft Office suite

Windows 7-10

Job description

Analyst IT Support (Level 1) (3 month' contract)

Who we are:
At RCL - Reitmans (Canada) Limited, every moment of every day revolves around our customers and our love of fashion. We believe fashion empowers our customers to put their best foot forward when it matters the most. From the design table to the stores and our digital channels, we are always finding new ways to create memorable customer experiences, backed by a strong brand portfolio and powered by the most passionate people in the industry.

RCL has been a proudly Canadian company since our founding in Montréal, Quebec almost 100 years ago. Our product design teams, home office and stores are all based in Canada.

Job Description
The opportunity
Reporting to the IT support group Supervisor, as an Analyst you resolve technical and process related issues and ensure an exceptional employee experience when leveraging all of our diverse tools and technologies.

What You Do

• Answers and investigates all Level-1 incoming requests from RCL Stores;
• Troubleshooting all hardware, software procedure issues reported by stores;
• Makes use of Cherwell Knowledge base to ensure accurate resolution;
• Ensures calls and emails are answered in an efficient and timely manner;
• Analyses the problems reported and makes use of the ticketing system Cherwell to log all journals solutions and details;
• Escalate any store level issues that cannot be resolved to the ITSG coordinator for 3rd party support;
• Follow up on the status of the open incidents; ensure that the issue is resolved in a timely manner and that all details are accurately noted in Cherwell for future reference;
• Contributes to knowledge base improvement with new findings and or suggestions;
• Process all account requests, hardware, and software requests and replacements;
• Participates in project deployment of new technology;
• Assists technicians in installing and configuring replacement equipment and restoring backups.

Qualifications
Who you are:

• Professional or College degree in Information Technology (or equivalent);
• One year experience as part of a call center (significant asset);
• Strong knowledge of Microsoft Office suite;
• Proficiency with Windows 7-10;
• Must have a thorough knowledge of IT systems - including hardware, software and telecommunications;
• Exceptional Customer service skills;
• Bilingualism is required (French and English – spoken and written);
• Be available to work on a rotating schedule (day, evening and weekend shifts).

Additional Information
What we offer (Why work with us):

• Hybrid work mode;
• A competitive benefits package (Full Time Employees Only);
• Paid Time Off (Sick Time, Flex Days & Vacation (Full Time Employees Only);
• Additional benefits include monthly bonus potential, opportunities for advancement and tuition reimbursement;
• 50% discount at all Reitmans (Canada) Limited brands (Penningtons, Reitmans & RW&CO.);
• Generous Employee Referral Policy.

If this inspires you…let’s talk. Send us your resume today!

Reitmans (Canada) Limited is an equal opportunity employer. We are committed to a diverse and inclusive workplace for all. We recognize that our future success depends on the perspectives and contributions of all our employees -- their diverse backgrounds, abilities and experiences make our business stronger. If you are contacted for a job opportunity, please advise us of any accommodations needed to ensure fair and equitable access throughout the recruitment and selection process. All accommodation information provided will be treated as confidential and used only for providing an accessible candidate experience.

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