Help Desk Lead

Help Desk Supervisor

The Help Desk Supervisor is tasked with ensuring efficient operation of the Help Desk on a day to day basis. They will be the primary contact for issues and escalations when the Help Desk Manager is out of office or unavailable.

Essential Duties and Responsibilities

• Receive calls from end-users (all store, warehouse and head office users), assisting and trouble-shooting as necessary for POS & head office business systems support. This is to ensure normal ongoing operations of systems across the company.
• Maintain and track Requests/Tickets using the call tracking software
• Ensure proper follow-up and timely resolution of tickets
• Testing new releases of POS software (Microsoft Dynamics Navision – LS Retail)
• This ensures that POS defect fixes correct the issues at hand and do not create other defects in the process.
• QA testing process/results communicated to the development team.
• Test store flyers
• Ensures that promotional pricing is correctly charged at the POS system prior to the release of the flyer to store POS systems
• Communicate testing results to merchandising team
• Communicate problems to programming staff as necessary (ensures that bugs are brought to their attention)
• Initiate service calls for malfunctioning store stores systems including POS hardware, networking equipment, and store laptops
• Follow-up on calls to ensure proper closure
• When required, the Senior Help Desk Analyst will be asked to take a lead role in Help Desk projects such as system updates and the communication of process changes.
• Communicate progress to Help Desk Manager

Core Values

• Safety – Operate in a way that builds trust with our customers, pets, and ACEs.
• Compassion – Communicate and act from the heart with genuine care and courtesy.
• Expertise – Provide knowledge in an understanding and informative way.
• Efficiency – Use time and resources responsibly.

Skills, Experience, Education, Certifications

• High School Diploma
• Preferred: College diploma in technology or business-related field
• 6 months call centre experience and/or retail store experience
• Excellent communication and problem solving skills
• Customer service experience
• Ability to prioritize
• Analytical approach
• Supervisory experience
• Excellent team player
• Ensures proper escalation of urgent issues

Ensures there is full coverage during times when Help Desk manager is unavailable (vacations)