Welcome Home!We’re more than Canada’s largest independent hardware and building supplies retailer—we’re part of communities across the nation.  Empowering Users, One Solution at a Time!As an Intermediate Service Desk Analyst, you will be responsible for providing tier 1 and tier 2 service desk support to corporate Home Hardware Team Members. The IT Service Desk provides a single point of contact for facilitating the resolution of IT-related incidents and requests for IT services. Led by the Manager, End User Technology, this opportunity suits someone with a high technical aptitude, advanced organizational and interpersonal skills, and solid experience with ticketing systems.  Ready to make an impact in a new role? Here’s How:  Act as the first and sometimes second tier for problem solving to address, identify root cause and resolve problems and incidents (via Compass tickets).Handling tickets for incidents and service requests; also taking phone calls from customers for support.  Maintain and monitor incident/service request tickets within the Compass tool (ServiceNow).   Facilitate the restoration of normal operational services to customers for hardware, software, application, and printer support as per the standard Incident Management processes.  Ensure that tickets have been assigned to support staff as required for resolution and provide communication and escalations accordingly.  Participate on projects to represent Service Desk and incident handling best practices.Assist with the deployment of technology to new Team Members.We’re looking for: College Diploma in Information Technology or Computer Technology, with three years of Service Desk experience.Strong knowledge and experience supporting current hardware and software including Windows 11 OS and O365, Active Directory and Mobile Devices.Experience using customer support ITSM tools with the ability to deliver end user training.Demonstrated commitment to customer service excellence, with excellent written and verbal communication skills.Strong analytical skills with a proactive approach to problem solving.A comfort in working independently and as part of a team.The ability to effectively handle a fast-paced work environment with flexibility to work extended hours as required.The ability to be onsite three days a week at our corporate office in St. Jacobs, to accommodate our hybrid working model.How we’ll make you feel at HomeOur Team Members enjoy life at Home with our strong culture of support and inclusion, excellent benefits, and a team that always has your back.  You will receive:  Competitive earnings opportunity. Annual Incentive/Bonus Program. Comprehensive Benefits Program including: Health, Dental, Vision, Paramedical, Disability coverage, Out of Country Travel Insurance, Life Insurance, Employee Family Assistance Program. Defined Contribution Pension Plan with Company Match, and choice of contribution level. Group RRSP. Discounts from our corporate retail stores. Home & Auto Insurance discounts. Competitive vacation time.  Personal and sick time. Employee Discount Program through Venngo WorkPerks.  Bring your unique skills, thrive with interesting and challenging work, and experience what it’s like at Home. Apply today - this is a great opportunity to join a proudly Canadian company that is 100% ready to help you build your future.  Home Hardware recognizes the value of a diverse team. We believe that different perspectives, backgrounds, and experiences make us stronger as an organization. Applicants representing the full diversity of communities in Canada are encouraged to apply with confidence. Please let us know if you require accommodation during the recruitment process.   Canadians call us Home Hardware. We call it Home.   

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