ITSG Analyst-1

  • 250 Rue Sauvé O, Montréal, QC H3L 1Z2, Canada
  • Full-time
  • Job Type: Replacement
  • Grade: 005
  • Status: Permanent

Company Description

Who we are:

At Reitmans (Canada) Limited (RCL), 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.

Job Description

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

What you do:

  • Work a schedule on a full rotation of day, evening and weekend shifts.

  • Answers and investigates all Level-1 incoming requests from RCL Stores.

  • Provides basic support for RCL users (head office/Distribution center / DSM’s DSO’s)

  • 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 within our SLA agreements.

  • Analyses the problems reported and makes use of the ticketing system Cherwell to log all journals solutions and details.

  • Reports any trends and or major issues reported by stores to the Supervisor (On Call supervisors during evening hours).

  • Reports all second level problems to the responsible technical team. Uses X-Matters during off hours to escalate to appropriate teams.

  • Escalate any store level issues that cannot be resolved to the ITSG coordinator for 3d 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.

  • Analyses various Corporate and Store reports to ensure that all Data is being received and processed, and follow up on any problem or discrepancies found (i.e Payroll, electronic Journal, STS reports, etc) 

  • Process all account requests, hardware, and software requests and replacements.

  • Participates in project deployment of new technology.

  • Takes on the coordination and execution of Store Openings, Closings, Renovations and Additional Register Installations with Store personnel and technicians.

  • Takes on the coordination and execution of special projects when requested by management.

  • Provides on-the-job technical and procedural training to new ITSG analysts.

  • Assists technicians in installing and configuring replacement equipment and restoring backups.


Who you are:

  • College degree in Information Technology or equivalent
  • Bilingual French and English
  • Minimum one year experience as part of a support centre
  • Proficiency with the Windows-7 +10, Microsoft Office and Internet Explorer browsers
  • Must have a thorough knowledge of IT systems - including hardware, software and telecommunications
  • Exceptional Customer service skills and fluently bilingual.

Additional Information

What we offer (Why work with us):

  • 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 (50$-500$)

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

By the way, did you know that Reitmans (Canada) Limited has several hundreds of stores all across Canada and three fashion apparel banners? Get ready to join the Canadian fashion retail icon, with a great success story where you can have a voice and make a real difference. 

There are many ways to wear a career at RCL! #ReadytoRCL 

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.

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