IT Service Support Specialist

WHO WE ARE

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. We believe in real books, living life fully and generously, being kind to each other and to the environment, and that stories — big and little — connect us. 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.

OUR GUIDING PRINCIPLES

Our Mission is to inspire reading and enrich the lives of booklovers. As such, we believe in the power of people and their stories. We aim to attract top talent, nurture the potential of our employees, and create space for everyone to thrive. Our Guiding Principles are the few key ideas that are meant to influence everything we do, every day.

• We Will Hire, Inspire, Promote and Retain the Best
• We Will Be Customer Centric
• We Will Be Entrepreneurial
• We Will Be Committed to Caring About Each Other, Our Communities, and Our Environment
• We Will Be Committed to True and Shared Value Creation
• 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

• Ticket OLA/SLA Response and Resolution > 90% company wide
  • To be reported to Senior Leaders and Business teams weekly
• Hold all departments & vendors accountable to OLA/SLA targets
• Ticket Reductions > 10% per year
  • To be measured and reported weekly
• Target of 0 failures as a result of changes
• System Availability target > 99.9%
• MIM, > 95% individual and dept success rate in handling major incidents

KEY ACCOUNTABILITIES

Functional

• 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.
• Maintain and expand the body of knowledge in the knowledge base.
• Produce reports according to established guidelines.
• 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.
• Log, document, and update all alerts/incidents in the incident management tool(creation of incident/problem ticket) and detail all actions taken.
• 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
• Challenge the status quo by consistently identifying areas for improvement, diagnosing issues and working to resolve them

People

• 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

Cultural

• Model Indigo’s beliefs and convey a positive image in everything you do
• 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
• Embrace, champion and influence change through your team and/or the organization

SCOPE

Reports to: Director, Store and Home Office IT Support

Manager once Removed (MOR): VP, IT Operations, Corporate Systems & CISO

KEY RELATIONSHIPS

Internal:

• Service Desk/OCC
• IT Support Groups
• Stores, Home Office and IDSC staff & management

External:

• Key vendors

Work Experience / Education / Certifications

• College diploma or Bachelor’s degree in information technology or a related field is an asset
• 1-3 years of experience in being able to troubleshoot and search for solutions with the available tools, i.e. Internet, web forums, books, etc

Competencies / Skills / Attributes

• Experience with MS Office applications including Word, Excel, Outlook and PowerPoint
• Outstanding multitasker who is able to work well with in a team environment as well as independently.
• Excellent communication skills, both written and verbal
• Strong computer background with the ability to learn and master new 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. If you require an accommodation during the recruitment process, please contact Human Resources at talent@indigo.ca.

We respect your privacy throughout the recruitment process. 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.