Customer Support & Incident Management Act as the initial point of contact for store-initiated IT inquiries via phone, email, and chat Log, categorize, prioritize, and manage incidents and service requests using ServiceNow Triage incidents to assess business impact and determine response priority using knowledge base articles Resolve Level 1 incidents within defined SLAs Technical Support & Troubleshooting Provide frontline support for in-store technologies supporting customer sales Support the following banners: Canadian Tire, Party City, Part Source, and Petroleum Work toward first‑contact resolution whenever possible Support new and existing technologies across multiple platforms Rapidly learn and adapt to new tools, systems, and procedures Provide basic support for network, infrastructure, accounts, and RMA processes Operational Excellence Adhere to incident management and escalation standards (P1–P4) Participate in major incident bridges and provide timely store updates Maintain high standards for ticket quality and documentation Utilize and contribute to Knowledge Base articles Identify recurring issues and support continuous improvement initiatives Share insights to enhance overall service desk effectiveness Escalate complex issues to Level 1.5, Level 2, or vendor support following RMA processes Maintain accurate and detailed ticket documentation Work Environment & Schedule Retail 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 experience Previous Service Desk or customer support experience; retail support preferred Experience supporting POS, SCO, and EFD devices Working knowledge of Canadian Tire systems is an asset Robust troubleshooting, multitasking, and time‑management skills Excellent verbal and written communication skills Experience with ServiceNow or similar ITSM tools preferred Benefits In addition to competitive pay, we offer the following: Comprehensive benefits and retirement programs Performance incentives, Continuing Education Programs Other perks to support your well‑being Career growth opportunities and product discounts Salary Broadband Salary Range: $44,000 – $73,000. Equal Opportunity Our 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. Accommodations We 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 (Toronto)
🏢 Canadian Tire
📍 Toronto