Help Desk Analyst, Level II

Come join Pattison Food Group Ltd.

Pattison Food Group Ltd., a Jim Pattison business, is Canada’s largest Western-based provider of food and health products. Consisting of Save-On-Foods and other well-known grocery banners, we proudly employ more than 30,000 team members across nearly 300 retail locations.

Position Overview

We have an exciting opportunity for a full-time Help Desk Analyst, Level II to join our IT team in Langley, BC. Reporting to the Team Lead, Help Desk, you will ensure the efficient and effective operation of the IT Help Desk by providing leadership, technical expertise, and mentorship to the support team. This role is vital in maintaining high service levels by resolving incidents promptly, managing stakeholder relationships, and driving continuous improvement initiatives.

Responsibilities

• Providing mentorship and technical coaching to level I and new team members, ensuring a smooth onboarding process.
• Ensuring timely and effective communication with stakeholders, including both business and IT teams, regarding incident status and resolutions.
• Collaborating with vendors and internal teams to address incidents and requests.
• Monitoring incident trends to identify recurring issues, supporting root cause analysis and problem management.
• Acting as the primary escalation point for business and IT inquiries, escalating priority 1 and 2 incidents to the IT management team.
• Ensuring SLAs are consistently met, and incidents are resolved effectively within the team.
• Generating Key Performance Indicator (KPI) metrics reports to demonstrate alignment with SLA targets and team performance.
• Developing and maintaining knowledge base documentation to support Help Desk operations.
• Adhering to industry best practices and pursuing continuous improvement initiatives.
• Supporting the development and execution of the Help Desk, ensuring alignment with business needs and ITIL standards.

Qualifications

• A degree or diploma in computer science or information technology.
• A minimum of two years of experience in technical support and customer service.
• ITIL Foundations Certification V3 or V4.
• Strong troubleshooting skills in areas such as software, hardware, network, and access management.
• Flexibility to work a variety of shifts, including early mornings, evenings, weekends, and statutory holidays.
• Experience with ServiceNow or similar ticketing systems.

Personal Attributes

• An excellent communicator, both verbally and in writing.
• An effective leader with a strong ability to mentor and coach team members.
• Skilled in managing stakeholder relationships and adept at problem-solving.

What We Offer

In addition to a highly competitive salary, we offer a great range of benefits, a company pension plan, free parking, exclusive team member offers, and opportunities for development and career progression.

If you’re looking to join a team that puts people first, you’re in the right place. Apply online today!

Compensation Details

$58,720.00 - $73,400.00. The compensation offered for this position will take into consideration location, education, skills, experience, and other factors.