What you''ll do:Customer Support & Incident ManagementAct as the initial point of contact for store-initiated IT inquiries via phone, email, and chatLog, categorize, prioritize, and manage incidents and service requests using ServiceNowTriage incidents to assess business impact and determine response priority using knowledge base articlesResolve Level 1 incidents within defined SLAsTechnical Support & TroubleshootingProvide frontline support for in-store technologies supporting customer salesSupport the following banners: Canadian Tire, Party City, Part Source, and PetroleumWork toward first-contact resolution whenever possibleSupport new and existing technologies across multiple platformsRapidly learn and adapt to new tools, systems, and proceduresProvide basic support for network, infrastructure, accounts, and RMA processesOperational ExcellenceAdhere to incident management and escalation standards (P1u2013P4)Participate in major incident bridges and provide timely store updatesMaintain high standards for ticket quality and documentationUtilize and contribute to Knowledge Base articlesIdentify recurring issues and support continuous improvement initiativesShare insights to enhance overall service desk effectivenessEscalate complex issues to Level 1.5, Level 2, or vendor support following RMA processesMaintain accurate and detailed ticket documentationWork Environment & ScheduleRetail support environment operating between 5:00 AM and 1:00 AM with rotational shifts. Shifts may include evenings, weekends, and holidays based on operational requirements.What you bring:College diploma or university degree in Computer Science or related field, or equivalent experiencePrevious Service Desk or customer support experience; retail support preferredExperience supporting POS, SCO, and EFD devices u2022 Working knowledge of Canadian Tire systems is an assetStrong troubleshooting, multitasking,



and time-management skills u2022 Excellent verbal and written communication skillsExperience with ServiceNow or similar ITSM tools preferredWeu2019re always looking for great talent! In addition to competitive pay, we offer:Comprehensive benefits and retirement programsPerformance incentives, Continuing Education ProgramsOther perks to support your well-beingCareer growth opportunities and product discountsBroadband Salary Range: $44,000 u2013 $73,000.Our typical hiring range is between $43,000 and $59,000. Salary decisions are also dependent on other factors such as your experience, industry benchmarks, internal equity and other role-specific requirements. For critical roles, the compensation offering will be reviewed to ensure alignment with market rate and conditions and the unique value you bring to the role.This posting represents an existing vacancy within our organization.We may use artificial intelligence tools as part of our recruitment process to assist in the initial screening of resumes. All hiring decisions, including candidate evaluation, selection, and disposition, are made by human recruiters.About UsCanadian Tire Corporation, Limited (u201cCTCu201d) is one of Canadau2019s most admired and trusted companies. With more than 90 Owned Brands, 1,700 retail locations, financial services, exemplary e-commerce capabilities, and exciting market-leading merchandising strategies. We dream big and work as one to innovate with purpose for our customers at every level of our business, investing in new technologies and products,



and doubling down on top talent to drive the company forward. We offer competitive salaries and wages to CTC employees, as well as store discounts, supported learning through our Triangle Learning Academy, Canadian Tire Profit Sharing, and retirement and savings programs for eligible employees. As part of our enhanced flex benefits program, we offer mental health advantages in the amount of $5,000 per year for benefits-eligible employees and their families, including total well-being, and mental health tools and resources for all employees. Join us in helping to make life in Canada better through living and working our Core Values: we are innovators and entrepreneurs at our core, outcomes drive us, inclusion is a must, we are stronger together and we take personal responsibility. It is an especially exciting time to join CTC and its family of companies where career opportunities are wide-ranging! Join us, where there''s a place for you here.Our Commitment to Diversity, Inclusion and BelongingWe are committed to fostering an environment where belonging thrives, and diversity, inclusion and equity are infused into everything we do. We believe in building an organizational culture where people are consistently treated with dignity while respecting individual religion, nationality, gender, race, age, perceived ability, spoken language, sexual orientation, and identification. We are united in our purpose of being here to help make life in Canada better.AccommodationsWe stand firm in our Core Value that inclusion is a must. We welcome and encourage candidates from equity-seeking groups such as people who identify as racialized, Indigenous, 2SLGBTQIA+, women, people with disabilities, and beyond. Should you require any accommodation in applying for this role, or throughout the interview process, please make them known when contacted and we will work with you to help meet your needs.

📌 Service Desk Analyst - C$43,000 - C$59,000 A Year (Toronto)
🏢 Canadian Tire
📍 Toronto