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City Langley
Province British Columbia [BC]
Store Corporate Langley Office
Title Customer Support Analyst - Support Services
Status Full Time
Permanent or Temporary Permanent
Program Agenda The Overwaitea Food Group is a member of the Jim Pattison Group of companies. We are located in Langley, BC and support over 120 stores and 14,000 team members. Our core values of People, Service, Innovation, Fun, and Integrity helps us fulfill our mission of “Always Customer First.”

We currently have a full time employment opportunity available in our IT Support Services department for a Customer Support Analyst. This position reports to the Team Lead, IT Support Services.

The successful incumbent of this position will be responsible for software and hardware support for the assigned business unit by providing hardware and software technical advice, guidance, and informal training to customers.
Key Duties & Responsibilities
•Provides systems support for the business unit area of responsibility.
•Maintains knowledge database and call tracking database to enhance quality of problem resolution.
•Maintain systems user and service desk guides.
•Provide system training to end users as required.
•Troubleshoots and restores software services by analyzing, identifying and diagnosing faults and symptoms using established processes and procedures.
•Performs root cause analysis and develops checklists for typical problems.
•Recommends procedures and controls for problem prevention.
•Works in a team setting, sharing information and assisting other team members.
•Identifies and recommends system areas for improvement.
•Configures systems for OFG environment using established procedures.
•May write detailed test cases for application software testing and delivery into production environments.
•Maintains Service Level commitments through ongoing continuous improvement to identify issues for long term resolution and implementing procedures for improved first call resolution.
•Provides 24x7 Support where required as part of an on call rotation or as required to reinstate a service level.
•May be required to perform on-site support and must be able to travel when required.
Criteria for Application
•Diploma or Degree in Computer Science or other related field and/or relevant work experience.
•2-5 years of IT work experience with demonstrated knowledge of basic to moderately complex software and Hardware products and problem solving/troubleshooting skills.
•Fundamental knowledge of application programming in web based n-tier environment and SQL
•Strong communication and presentation skills, both verbal and written.
•Demonstrated ability to work effectively within a team environment.
•Ability to organize and prioritize tasks in a fast paced, deadline driven environment.
•Some knowledge of the grocery retail business is considered an asset.

Interested applicants can now apply online on or before February 11, 2013.

We sincerely thank all applicants in advance for their interest; however, we will only contact those selected for an interview.

Closing Date 2/11/2013
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