IT Support Line Service Analyst - Internal

• Provide technical support to endusers at both the head office and retail locations including troubleshooting hardware and software issues.
• Support and maintain the POS systems including peripherals (e.g. receipt printers barcode scanners cash drawers etc.) at retail locations.
• Monitor respond to and resolve all escalations in a timely manner coming in via phone email and or tickets.
• Ensure all escalations are documented and tracked in the ticketing system.
• Assist with software installations configurations and upgrades as needed.
• Ensure all technical issues are prioritized and escalated when necessary to the appropriate IT teams.
• Provide basic troubleshooting for networking and connectivity issues.
• Document and maintain knowledge base articles for common IT issues and solutions.
• Assist with onboarding of new users.
• Utilize and maintain helpdesk tracking software.
• Follow up customer calls when necessary.

• Must be able to multitask and prioritize
• Strong problemsolving skills with the ability to diagnose and resolve technical issues quickly.
• Excellent communication skills both written and verbal with the ability to explain technical concepts to nontechnical users.
• Must be able to interface with Senior Management and Executives within Head Office.
• Professional image reflecting positively on the company.
• Highly organized and able to multitask effectively and work under changing priorities.
• Initiative to isolate and solve problems.
• Ability to relate to all levels of personnel.

• High School diploma.
• College courses or vocational training courses in Information Technology is preferred but not mandatory.
• Strong desktop and hardware skills would be an asset.
• Proficient in various Microsoft Windows and Office suites
• Proven experience in IT support with a focus on retail.
• Knowledge of pointofsale systems and software.
• Experience with ticketing systems.

London Drugs is 100% Canadian owned and is focused on local customers satisfaction. Across Alberta Saskatchewan Manitoba and British Columbia London Drugs 79 stores employ more than 8000 staff dedicated to providing our customers with a superior shopping experience.

At London Drugs we believe in fostering a culture that treats employees like family. We are committed to providing our employees with a supportive and encouraging environment that promotes professional development and advancement. By fostering this approach we aim to create an atmosphere where every employee feels supported appreciated and motivated to contribute their best to the organization.

When we consider employees for new opportunities or promotions we see them as integral members of our work family. Our commitment to treating employees like family is reflected in our practices of open communication recognition of achievements and providing opportunities for continuous learning and skill development. We want our employees to feel a strong sense of belonging and commitment to their success within the organization.

Therefore we focus on promoting from within and we invite you to view all live postings to help advance your career with us. We also hold ManagerInTraining programs and LD Career Weeks to help better educate prepare and support you with your career advancement journey.