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 recent 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 (P1–P4)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 requirementsWhat You BringCollege 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 devicesWorking knowledge of Canadian Tire systems is an assetStrong troubleshooting, multitasking, and time‑management skillsExcellent verbal and written communication skillsExperience with ServiceNow or similar ITSM tools preferredBenefitsIn addition to competitive pay, we offer the following:Comprehensive benefits and retirement programsPerformance incentives, Continuing Education ProgramsOther perks to support your well‑beingCareer growth opportunities and product discountsSalaryBroadband Salary Range: $44,000 – $73,000.Equal OpportunityOur Commitment to Diversity, Inclusion and Belonging. We 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.#J-18808-Ljbffr

📌 Service Desk Analyst - C$44,000 - C$73,000 A Year (Winnipeg)
🏢 Canadian Tire
📍 Winnipeg