Full-Time Analyst IT Support (Level 1)

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.

1. Answers and investigates all Level-1 incoming requests from RCL Stores
2. Troubleshooting all hardware, software procedure issues reported by stores
3. Makes use of Cherwell Knowledge base to ensure accurate resolution
4. Ensures calls and emails are answered in an efficient and timely manner
5. Analyses the problems reported and makes use of the ticketing system Cherwell to log all journals solutions and details
6. Escalate any store level issues that cannot be resolved to the ITSG coordinator for 3rd party support
7. 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
8. Contributes to knowledge base improvement with new findings and or suggestions
9. Process all account requests, hardware, and software requests and replacements
10. Participates in project deployment of new technology
11. Assists technicians in installing and configuring replacement equipment and restoring backups

What Sets You Apart

• 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
• Thorough knowledge of IT systems - including hardware, software and telecommunications
• Exceptional Customer service skills
• Bilingualism is required (French and English – spoken and written)
• Available to work on a rotating schedule (day, evening and weekend shifts)

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