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Support analyst

https://www.randstad.com Logo

Randstad

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Location:
Canada, Vancouver

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

23.01 - 26.29 CAD / Hour

Job Description:

Are you an experienced Support Analyst in search of your next contract opportunity? Our high-profile client is seeking to hire a Support Analyst to join their talented team on a 6-month contract with a strong probability of extension. Apply for this amazing opportunity if this sounds like a good fit for you!

Job Responsibility:

  • Provide a world-class support experience to our employees via phones, live chat, email, ServiceNow (our ITSM tool), in-person and any future channels
  • Diagnose, troubleshoot, and resolve technology issues and concerns (Point of Sale (POS), in-store devices, printers, laptops, PC, Zoom room hardware + more)
  • Learn, utilize, install and troubleshoot up to 350+ software applications with a wide range of complexity (Active Directory, Microsoft 365, Zoom, Workday, X-store, + more)
  • Provide discovery, diagnosis, and level 1 network troubleshooting for stores and corporate offices
  • Manage entire lifecycle of incidents through our ServiceNow tool, updating priority and providing accurate and timely updates to our employees
  • Collaborate with Service Excellence and Cross-Functional Tech teams by providing detailed documentation on any incident that requires their support
  • Action and fulfill access requests for employees
  • Monitor the EHC incident queue and ServiceNow dashboards to identify opportunities to help teammates solve issues more efficiently
  • Participate in ongoing learning and development opportunities and trainings as our technologies advance and our processes change
  • Maintain and update Knowledge Base Articles using our ITSM tool, ServiceNow
  • Communicate with external vendors to order new hardware, schedule technician visits and use escalation channels where needed
  • Track trends to help identify Major incidents or problem tickets
  • Adhere to our Standard Operating Procedures (SOP) and aim for excellence in our key performance metrics (Customer Satisfaction, Service Level Agreements, Mean Time to Resolve and Speed to Answer)
  • Commitment to the betterment of the EHC through collaboration and honest, timely feedback to peers, leadership and partners
  • Shift flexibility - We provide support for international stores 24/7 with 18/7 coverage in the office, so the flexibility to work evenings and weekends is necessary

Requirements:

  • Excellent interpersonal skills: The ability to foster connections and build trust while gathering relevant information
  • Friendly, upbeat, and optimistic with an interest or passion in tech, continuous learning, creative problem solving and collaboration
  • Proactive in communication where there may be issues or support is needed
  • A clear, honest, and kind communicator with strong verbal and written communication skills
  • Acknowledges the presence of choice in every moment and takes personal responsibility
  • Possesses an entrepreneurial spirit and continuously innovates to achieve remarkable results
  • Integrates fun and joy as a way of being and working (does not take themselves too seriously)
  • Excels at managing and prioritizing tasks in a fast-paced environment
  • Demonstrated excellence in customer service experience
  • Demonstrated ability to communicate effectively and professionally via phone, email, and in-person
  • Proven ability to prioritize and organize multiple tasks
  • Familiarity with Microsoft (Office 365)
  • Background or education in a technical field is a plus

Nice to have:

Background or education in a technical field

What we offer:
  • Highly competitive market hourly rates
  • A 6 month contract with a strong probability of extension
  • Remote interview process

Additional Information:

Job Posted:
May 24, 2025

Expiration:
July 01, 2025

Employment Type:
Fulltime
Work Type:
Remote work
Job Link Share:
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