Indigo is a physical and digital place inspired by and filled with books, ideas, beautifully designed lifestyle products, and the creative people who help make it all happen. Indigo is our customer's happy place — for joyful moments of discovery and to connect with people who share their passion for reading, their belief in ideas, and their commitment to making the world a better and more beautiful place.
We Will Be Customer Centric
We Will Be Committed to Caring About Each Other, Our Communities, and Our Environment
We Will Be Systems Thinking, Data Driven and AI enabled
The Specialist, IT Service Support is responsible for logging, categorizing, and assigning incoming incident tickets. The Specialist will provide data centre monitoring of production systems, Including the creation, set-up, analysis, and performance of the operational infrastructure along with the production of job schedules, enterprise system management, event management configurations. This role participates in the incident management process and supports the organization’s Major Incident Management (MIM) support practices. The individual works closely with the various groups within the organization to provide first and second level technology support ensuring that any interruption is minimized.

KEY PERFORMANCE METRICS

To be reported to Senior Leaders and Business teams weekly
Provide first and second level operational, application and technical support via email and phone for all internal customers
Provide phone and dial-in operations user support, via ITSSC call centre software and its inherent knowledge tree
Escalate issues as necessary within IT, Retail Store Operations, external vendors or various business units
Make recommendations to address problems, improve service, and provide improved support with a customer centric focus.




Use diagnostic tools and methods to analyze network, desktop, and infrastructure business logistics problems.
Quickly react and escalate as necessary within IT, external vendors or various business units on critical issues through to resolution, following -up with the customer to ensure satisfaction.
Proactively identify and anticipate customer expectations and needs
Work with Managed Services Vendor to ensure effective support and proper knowledge transfer
Act as an advocate for the customer by placing them at the forefront of all decision-making and design processes
Proactively identify and anticipate customer expectations and needs
Embrace and seek out technology that creates high tech and high touch solutions for Indigo’s customers
Collaborate with others to drive flexible and iterative solutions, quickly and easily
Share technical knowledge with others and actively seek to learn from those more knowledgeable than yourself
Help others see the impacts of their efforts and proactively engage other functions to get input
Encourage others to freely share their point of view and be open to feedback
Celebrate diversity of thought and have an open mindset
Take an active role in fostering a culture of continual learning, taking risks without the fear of making mistakes
Reports to: Director, Store and Home Office IT Support
Manager once Removed (MOR): VP, IT Operations, Corporate Systems & CISO
Service Desk/OCC
IT Support Groups
Stores, Home Office and IDSC staff & management




Work Experience / Education / Certifications

- College diploma or Bachelor’s degree in information technology or a related field is an asset
- Internet, web forums, books, etc

Experience with MS Office applications including Word, Excel, Outlook and PowerPoint
Strong computer background with the ability to learn and master recent software and to pass along this knowledge to others
Ticket monitoring software experience, with proven record of providing exceptional customer service
Operation Control Centre experience is an asset
Other (travel, Bilingual, etc.)
~ All specialists must work various shifts in rotation including days, afternoons, and evenings.

Indigo uses artificial intelligence (AI) tools to assist with certain aspects of the hiring process, such as screening and assessments. These tools support our team but do not replace human judgment. We are committed to using AI responsibly, fairly, and in compliance with applicable employment and anti-discrimination laws. We regularly review these tools to help prevent bias or discrimination.
At Indigo, Diversity, Equity, Inclusion, and Accessibility are core to our values. We integrate these principles into our training, policies, and hiring practices and continuously evolve to reflect the needs of the communities we serve. We welcome applicants from all backgrounds and lived experiences, including but not limited to individuals who identify as BIPOC (Black, Indigenous, and People of Colour), members of the 2SLGBTQIA+ community, and persons with disabilities. Our Candidate Privacy Notice explains how we collect, use, and protect your personal information when you apply for a role with Indigo, and the choices available to you.
This posting is for a current opportunity within Indigo.

📌 IT Service Desk Support Specialist (Brampton)
🏢 Indigo Books & Music
📍 Brampton