Reporting to the Supervisor, ITSG Operations, the L2 ITSG Analyst will:
? Work a schedule on a full rotation of day, evening and weekend shifts.
? Responsible for providing technical support to all RCL employees, store employees and investigate reported issues.
? Timely response within our SLA agreements to calls and emails. Responsible to monitor the queue to ensure calls are answered in a timely manner.
? Responsible to ensure emails within Cherwell ticketing system are responded within the SLA service agreement.
? Follows up on all outstanding incidents / calls.
? Use of our Cherwell ticketing system to log all incoming calls and emails. Analyze the problem reported and use Cherwell’s database of call resolutions to identify and resolve first level problems.
? Details their work in journal notes with all pertinent information and or resolution. Researches the problem and then provides a solution.
? Provides and shares feedback with supervisors and colleagues on any new solutions in order to populate our knowledge base.
? Escalates incidents and Majors (internal work stoppages, trends, anomalies, software bugs, hardware issues, etc.) to the appropriate teams and Supervisor. Uses the X-Matter feature for after hours issues and contacts the on call supervisor with all the details of the issue.
? Provides support to the L1 ITSG Analysts for software issues, investigating and solving hardware issues, telecommunications problems, credit and debit issues, etc.
? Assists with ITSG projects and software/hardware rollouts.
? Report all second level problems to the responsible technical team.
? Process all account requests, new user accounts, hardware, and software requests and replacements.
? Assists in the Store Openings, Closings, Renovations and Additional Register Installations with Store personnel and 3d party technicians.
? Responsible for placing internal and external Service Calls that could not be resolved.
? Provides on-the-job technical and procedural training to new ITSG analysts.
Problem solving / decision making:
? Provides second-level support by investigating, troubleshooting and analyzing all issues reported by ITSG L1 analysts and RCL employees / stores.
? Evaluates problems reported and assesses when issues should be escalated at a higher level.
? Escalates all Major issues to the supervisor on Call. Decides on best action to resolve problem in order to minimize work stoppage for both users and stores.
Internal / external communication:
? All IT staff on a regular basis
? All levels of field and head office personnel to provide support and respond to inquiries
Aptos, ISP, Phone Company,Moneris, IS (Infrasolution), CPU,for escalating outstanding issues
? CEGEP level diploma (computer science or business related).
? Proficient in Windows-7 /10 Server/Workstation environment, Office 365,Outlook, Internet Explorer, Chrome browsers.
? 2 years of Support Centre experience.
? Must have a thorough knowledge of desktop/laptop support, POS environments - including hardware, software and telecommunications
? Fully Bilingual is an asset
We thank all applicants. Only selected candidates will be contacted.