Analyst IT Support (Level 1)

Who we are

At RCL - Reitmans Canada Limited, every moment of every day revolves around our customers and our love of fashion. We believe fashion empowers our customers to put their best foot forward when it matters the most. From the design table to the stores and our digital channels, we are always finding new ways to create memorable customer experiences, backed by a strong brand portfolio and powered by the most passionate people in the industry.

RCL has been a proudly Canadian company since our founding in Montréal, Quebec almost 100 years ago. Our product design teams, home office and stores are all based in Canada.  

The opportunity

Reporting to the IT support group Supervisor, as an Analyst you resolve technical and process related issues and ensure and exceptional employee experience when leveraging all of our diverse tools and technologies.

What you do:

• Answers and investigates all Level-1 incoming requests from RCL Stores;
• Troubleshooting all hardware, software procedure issues reported by stores; 
• Makes use of Cherwell Knowledge base to ensure accurate resolution;
• Ensures calls and emails are answered in an efficient and timely manner;
• Analyses the problems reported and makes use of the ticketing system Cherwell to log all journals solutions and details;
• Escalate any store level issues that cannot be resolved to the ITSG coordinator for 3d party support;
• Follow up on the status of the open incidents; ensure that the issue is resolved in a timely manner and that all details are accurately noted in Cherwell for future reference;
• Contributes to knowledge base improvement with new findings and or suggestions;
• Process all account requests, hardware, and software requests and replacements;
• Participates in project deployment of new technology;
• Assists technicians in installing and configuring replacement equipment and restoring backups.

What Sets You Apart

• Professional or College degree in Information Technology (or equivalent);
• One year experience as part of a call center (significant asset);
• Strong knowledge of Microsoft Office suite;
• Proficiency with Windows 7-10;
• Must have a thorough knowledge of IT systems - including hardware, software and telecommunications;
• Exceptional Customer service skills;
• Bilingualism is required (French and English – spoken and written);
• Be available to work on a rotating schedule (day, evening and weekend shifts).

What Sets Us Apart

• Ultimate flexibility: Enjoy a hybrid work environment that ensures the perfect balance between work and personal life.
• Well-being first: Access a comprehensive benefits program designed to take care of you.
• Flexible time off: Paid leave, sick days, and vacation time to recharge and spend quality time with loved ones.
• Exclusive discounts: Enjoy 50% off regular-priced items from Penningtons, Reitmans, and RW&CO.
• Referral rewards: Refer your professional network and earn a bonus for helping us grow our talented team (Certain conditions apply)
• Growth opportunities: Annual bonuses, career advancement, and tuition reimbursement to help you reach your professional goals.

Total rewards are aligned with your employment status, offering different perks depending on whether you're full-time, part-time, or under contract.

Did you know that RCL - Retimans Canada Limited has several hundreds of stores all across Canada and three fashion apparel banners? Get ready to join the Canadian fashion retail icon, with a great success story where you can have a voice and make a real difference. There are many ways to wear a career at RCL! #ReadytoRCL 

RCL is an equal opportunity employer. We are committed to a diverse and inclusive workplace for all. We recognize that our future success depends on the perspectives and contributions of all our employees -- their diverse backgrounds, abilities and experiences make our business stronger. If you are contacted for a job opportunity, please advise us of any accommodations needed to ensure fair and equitable access throughout the recruitment and selection process. All accommodation information provided will be treated as confidential and used only for providing an accessible candidate experience. 

We thank all applicants. Only selected candidates will be contacted!