IT Service Support Specialist Job Brampton area,Ontario Canada,IT/Tech

Company Description

WHO WE ARE

Indigo is a physical and digital place inspired by and filled with books, ideas, beautifully designed lifestyle products, and the creative people who help make it all happen. We believe in real books, living life fully and generously, being kind to each other and to the environment, and that stories — big and little — connect us. Indigo is our customer's happy place — for joyful moments of discovery and to connect with people who share their passion for reading, their belief in ideas, and their commitment to making the world a better and more beautiful place.

OUR GUIDING PRINCIPLES

Our Mission is to inspire reading and enrich the lives of booklovers. As such, we believe in the power of people and their stories. We aim to attract top talent, nurture the potential of our employees, and create space for everyone to thrive. Our Guiding Principles are the few key ideas that are meant to influence everything we do, every day.

We Will Hire, Inspire, Promote and Retain the Best

We Will Be Customer Centric

We Will Be Entrepreneurial

We Will Be Committed to Caring About Each Other, Our Communities, and Our Environment

We Will Be Committed to True and Shared Value Creation

We Will Be Systems Thinking, Data Driven and AI enabled

Job Description

The Specialist, IT Service Support is responsible for logging, categorizing, and assigning incoming incident tickets. The Specialist will provide data centre monitoring of production systems, Including the creation, set-up, analysis, and performance of the operational infrastructure along with the production of job schedules, enterprise system management, event management configurations. This role participates in the incident management process and supports the organization’s Major Incident Management (MIM) support practices.

The individual works closely with the various groups within the organization to provide first and second level technology support ensuring that any interruption is minimized.

KEY PERFORMANCE METRICS

Ticket OLA/SLA Response and Resolution > 90% company wide

To be reported to Senior Leaders and Business teams weekly

Hold all departments & vendors accountable to OLA/SLA targets

Ticket Reductions > 10% per year

To be measured and reported weekly

Target of 0 failures as a result of changes

System Availability target >

MIM, > 95% individual and dept success rate in handling major incidents

KEY ACCOUNTABILITIES

Functional

Provide first and second level operational, application and technical support via email and phone for all internal customers

Provide phone and dial-in operations user support, via ITSSC call centre software and its inherent knowledge tree

Escalate issues as necessary within IT, Retail Store Operations, external vendors or various business units

Make recommendations to address problems, improve service, and provide improved support with a customer centric focus.

Use diagnostic tools and methods to analyze network, desktop, and infrastructure business logistics problems.

Maintain and expand the body of knowledge in the knowledge base.

Produce reports according to established guidelines.

Quickly react and escalate as necessary within IT, external vendors or various business units on critical issues through to resolution, following
-up with the customer to ensure satisfaction.

Log, document, and update all alerts/incidents in the incident management tool(creation of incident/problem ticket) and detail all actions taken.

Proactively identify and anticipate customer expectations and needs

Work with Managed Services Vendor to ensure effective support and proper knowledge transfer

Act as an advocate for the customer by placing them at the forefront of all decision-making and design processes

Proactively identify and anticipate…