IT Support Line Service Analyst

London Drugs; Richmond; On-site; CAD 40,000 - 65,000; Full time

Job summary

Join a dynamic team at a leading retail chain, where your technical expertise will shine! In this role, you'll provide essential IT support, ensuring smooth operations across head office and retail locations. You'll troubleshoot hardware and software issues, assist with onboarding new users, and maintain vital systems like point-of-sale. With a commitment to professional development and a comprehensive benefits program, this is an opportunity to build a rewarding career in a supportive environment. If you're organized, self-motivated, and passionate about customer service, we want to hear from you!

Benefits

Health & Wellness

Medical, Dental, Vision Coverage

Company-Matched RRSPs

Employee Discount Program

Ongoing Training and Education

Postsecondary Scholarships

Employee Family Assistance Program

Employee Recognition Program

Qualifications

• Proven experience in IT support, especially in retail environments.
• Strong desktop and hardware skills are an asset.

Responsibilities

• Provide technical support to end-users at both head office and retail locations.
• Support and maintain POS systems and peripherals at retail locations.

Skills

Technical Support

Problem-Solving

Communication Skills

Multitasking

Customer Service

Education

High School Diploma

College Courses in Information Technology

Tools

Microsoft Windows

Microsoft Office

Helpdesk Tracking Software

Point-of-Sale Systems

Ticketing Systems

Job description

Not just a job…

a community

a partnership

a team

You’ll experience them all at London Drugs. As one of Canada’s fastest growing and most successful retail chains, we know what it takes to build a satisfying career. We are seeking innovative, customer-focused people to join our team!

Our IT department at our head office in Richmond BC currently has opportunities for a:

I.T. Support Line - Service Analyst

This position is responsible for providing technical assistance and support to end-users, primarily focusing on issues both at head office and stores related to hardware, software, and point-of-sale (POS) systems. This role involves troubleshooting, resolving IT-related issues, and ensuring all systems are functioning effectively.

Responsibilities include:

• Provide technical support to end-users at both the head office and retail locations, including troubleshooting hardware and software issues.
• Support and maintain POS systems and peripherals (e.g., receipt printers, barcode scanners, cash drawers) at retail locations.
• Monitor, respond to, and resolve escalations promptly via phone, email, or tickets.
• Document and track all escalations in the ticketing system.
• Assist with software installations, configurations, and upgrades as needed.
• Prioritize and escalate technical issues to appropriate IT teams when necessary.
• Provide basic troubleshooting for networking and connectivity issues.
• Maintain knowledge base articles for common IT issues and solutions.
• Assist with onboarding new users.
• Utilize and maintain helpdesk tracking software.
• Follow up with customers when necessary.

The successful candidate will possess:

• Ability to multitask and prioritize effectively.
• Strong problem-solving skills for diagnosing and resolving technical issues quickly.
• Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical users.
• Ability to interact professionally with Senior Management and Executives at Head Office.
• A professional image reflecting positively on the company.
• Highly organized with the ability to work under changing priorities.
• Initiative to diagnose and solve problems independently.
• Ability to relate well with personnel at all levels.

Education & Knowledge:

• High School diploma.
• College courses or vocational training in Information Technology preferred but not mandatory.
• Strong desktop and hardware skills are an asset.
• Proficiency in Microsoft Windows and Office suites.
• Proven experience in IT support, especially in retail environments.
• Knowledge of point-of-sale systems and software.
• Experience with ticketing systems.

We offer advancement opportunities through our promote-from-within policies. Starting pay will fall within the indicated salary range and may vary based on experience, knowledge, and education.

We also provide a comprehensive benefits program including:

• Health & Wellness
• Medical, dental, prescription drug, and vision coverage for you and your family
• Company-matched RRSPs to help plan for your future
• Employee Discount Program
• Ongoing training and education courses
• Postsecondary scholarships for you or your children
• Confidential counselling through our Employee Family Assistance Program
• Employee Recognition Program

If you are well-organized, self-motivated, possess professional customer service skills, a positive attitude, and an eye for detail, then this is your opportunity to excel!

Apply Now!

London Drugs is an equal opportunity employer committed to diversity and inclusion. We will provide accommodations during the recruitment process upon request. Please note, we do not use third-party recruitment services. We may collect and use your personal information for employment-related purposes.