IT Support Line Service Analyst

London Drugs Limited; Richmond; On-site; CAD 40,000 - 70,000; Full time

Job summary

An established industry player in retail is seeking a dedicated I.T. Support Line - Service Analyst to enhance its customer service experience. This role focuses on troubleshooting and resolving technical issues for both head office and retail locations, ensuring seamless operations of hardware and software systems. With a commitment to professional growth, the company offers advancement opportunities and a robust benefits program, including health coverage and employee discounts. If you are a proactive individual with strong problem-solving skills and a passion for technology, this is your chance to join a vibrant team and make a difference.

Benefits

Health & Wellness

Comprehensive medical, dental, and vision coverage

Company matched RRSPs

Employee Discount Program

Ongoing in-house Training & Education Courses

Postsecondary Entrance Scholarships

Free confidential counselling

Employee Recognition Program

Qualifications

• Strong desktop and hardware skills are an asset.
• Proven experience in IT support with a focus on retail.

Responsibilities

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

Skills

Problem-solving

Communication

Multitasking

Technical support

Education

High School diploma

Vocational training in Information Technology

Tools

Microsoft Windows

Microsoft Office

Ticketing systems

Point-of-sale 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 in particular point-of-sale (POS). This role involves troubleshooting, resolving IT-related issues and ensuring that 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 the POS systems including peripherals (e.g. receipt printers, barcode scanners, cash drawers etc.) at retail locations.
• Monitor, respond to and resolve all escalations in a timely manner coming in via phone, email and or tickets.
• Ensure all escalations are documented and tracked in the ticketing system.
• Assist with software installations, configurations, and upgrades as needed.
• Ensure all technical issues are prioritized and escalated when necessary to the appropriate IT teams.
• Provide basic troubleshooting for networking and connectivity issues.
• Document and maintain knowledge base articles for common IT issues and solutions.
• Assist with onboarding of new users.
• Utilize and maintain helpdesk tracking software.
• Follow up customer calls when necessary.

The successful candidate will possess:

• Must be able to multitask and prioritize
• Strong problem-solving skills with the ability to diagnose and resolve technical issues quickly.
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
• Must be able to interface with Senior Management and Executives within Head Office.
• Professional image, reflecting positively on the company.
• Highly organized and able to multitask effectively and work under changing priorities.
• Initiative to isolate and solve problems.
• Ability to relate to all levels of personnel.

Education & Knowledge:

• High School diploma.
• College courses or vocational training courses in Information Technology is preferred but not mandatory.
• Strong desktop and hardware skills would be an asset.
• Proficient in various Microsoft Windows and Office suites
• Proven experience in IT support, with a focus on retail.
• 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 salary range indicated and may vary based on job-related experience, knowledge, and education.

We also offer a comprehensive benefits program including:

• Health & Wellness
• Comprehensive medical, dental, prescription drug and vision coverage for you and your family
• Helping you plan for your future with Company matched RRSPs
• Employee Discount Program
• Ongoing in-house Training & Education Courses
• Postsecondary Entrance Scholarships for you or your children
• Free confidential counselling through our Employee Family Assistance Program
• Employee Recognition Program

If you are a well-organized, self-motivated individual possessing professional customer service skills, a positive and professional attitude plus an eye for detail then we have the opportunity for you to excel!

Apply Now!

London Drugs is an equal opportunity employer dedicated to building an inclusive and diverse workforce. We are committed to building a company that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.

We will provide accommodations during the recruitment process upon request.

The above statements are intended to describe the general nature and level of work applicable to this position and are not intended to be an exhaustive list of all responsibilities, duties and skills required. Be advised, London Drugs DOES NOT use third party recruitment services.

London Drugs may collect, use, and/or disclose your personal information (including the information in this application) where it is reasonable for establishing, managing or terminating an employment relationship. This includes the use or disclosure of your personal information to persons inside or external to our organization, for the purpose of checking references or gathering other information to support an assessment of your candidacy.

To protect yourself, do not respond to unsolicited job offers from individuals or e-mail addresses, and never disclose any sensitive details about your identity (including personal or financial) to anyone you do not know or trust or on any unverified website, or website you do not trust.

If you are a well-organized, self-motivated, individual who has a positive attitude, a desire to support Company initiatives, and a commitment to achieving Company objectives, then we have the opportunity for you to excel!