Analyst, Desktop Support (Contract)

Join Corby Spirit and Wine Limited and Hiram Walker & Sons Ltd.: Where Moments Matter

At Corby and Hiram Walker were more than a company - were curators of unforgettable moments. Our portfolio boasts some of Canadas most iconic and award-winning brands including J.P. Wisers Lot No. 40 Pike Creek and Gooderham & Worts Canadian whiskies Polar Ice vodka Lambs rum Ungava gin McGuinness and Cabot Trail liqueurs Ace Beverage Groups Cottage Springs Cabana Coast Liberty Village and Good Vines and Foreign Affair wines. But thats just the beginning.

Through its affiliation with Pernod Ricard SA Corby represents leading international brands such as Absolut vodka Jameson and Redbreast Irish whiskies The Glenlivet Chivas Regal Ballantines and Aberlour Scotch whiskies Altos tequila Malibu and Havana Club rums Kahlua liqueur Skrewball Peanut Butter whiskey Jeffersons and Rabbit Hole bourbon whiskies Del Maguey Single Village mezcal Beefeater and Malfy gins and Perrier-Jouët and Mumm champagnes making our portfolio the most comprehensive in the market.

Why Choose Us

Igniting Conviviality: Derived from the French word convivialité our ethos centres on human connection authenticity and friendliness. We create moments that matter starting with how we work together.

Progressive Opportunities: Fuel your ambition with outstanding career prospects and rewards. Whether youre a seasoned professional or just starting your journey were invested in your growth.

Guided by our 4 core values: (1) grounded in the real; (2) fiercely authentic; (3) passion for challenge; and (4) connected beyond borders; we are team players dream makers trailblazers movers and (cocktail) shakers. We have a passion for living life to the fullest making new friends every day and realizing our potential as people and as a business!

Learn about our rich heritage by clicking HERE for Corby and HERE for Hiram Walker.

Join us at Corby and Hiram Walker where every day is an opportunity to make a difference.

The salary range for this role is $63120.00 to $78900.00. Base salaries are determined during our interview process by assessing a candidates experience skills against internal peers and against the scope and responsibilities of the position.

This opportunity is an 6 months contract position with an estimated end date of June 2026. Please note that contract roles do not include additional monetary benefits or health care coverage.

POSITION SUMMARY

The purpose of this position is to:

• To provide a high quality and responsive desktop support service to all end-users.
• To manage day to day problems allocated by the helpdesk and maintain ownership until problem resolution.
• To ensure that the Service Desk staff and clients are kept updated on a regular basis.
• To perform approved Install Moves Add and Changes.
• To provide remote assistance to other locations when requested.
• To promote and communicate Pernod Ricard Tech standards and procedures to the local community.

KEY DUTIES AND RESPONSIBILITIES

As a Desktop Support Analyst Consultant you will collaborate with the Service Delivery team and clients to ensure clear understanding of issues adherence to technical standards and procedures and timely resolution of problems. Your goal will be to deliver efficient and high-quality IT support while maintaining a strong focus on customer service excellence.

Key Responsibilities:

• Exhibit and promote customer service excellence in all client interactions.
• Proactively address service issues suggesting improvements while respecting the organizations focus on standardization.
• Escalate issues promptly when they may impact clients or business operations.
• Represent local business needs to the Tech team during the development and implementation of technical standards.
• Deliver user coaching both in person onsite and remotely to users.
• Ensure efficient delivery of Tech services while maintaining and improving service levels according to global standards.

Technical Support & Maintenance:

• Provide Tier 2 support for managing and troubleshooting Windows desktops/laptops Apple laptops iPads iPhones and Microsoft Teams phone devices.
• Resolve medium-complexity system and application issues escalating as needed.
• Support and maintain all Audio/Visual equipment including video conferencing systems.
• Collaborate with external vendors to resolve hardware and software issues.
• Configure and deploy hardware for new hires and upgrades (e.g. laptops desktops iPads iPhones).
• Install hardware and software required by the business.
• Maintain asset and configuration management documentation for all devices and end users.

Documentation & Knowledge Management:

• Create and maintain knowledge base solutions.
• Log all requests and incidents in the ticketing system in accordance with Tech policies.
• Update ticketing systems and support documentation as per organizational policies.
• Develop and modify technical support documentation relevant to the corporate infrastructure.

KEY COMPETENCIES AND KPIs

Education:

• IT related Bachelors Degree preferred or related experience/industry certifications (ITIL/HDI/A)

Ideal Experience/Background:

• Minimum of 4 years as a desktop support analyst supporting a minimum of 500 clients
• Minimum of 4 years supporting MS Windows OS and Office Suites
• Minimum of 4 years supporting Apple devices iPad iPhone MacBook
• HW and SW training on Desktop / Laptops
• MCSE A & Apple Certified Mac Technician (ACMT) certifications strongly preferred.
• Experience utilizing ServiceNow ticketing system preferred.
• Experienced in supporting both onsite and remote end users.

Skills/ Competencies:

• Strong understanding of networking infrastructure and client-side architectures software lifecycle and system design.
• Advanced level troubleshooting skills within the desktop environment.
• Excellent written and verbal communications skills and ability to communicate and work effectively with a variety of customers at all levels of the organization.
• Strong ability to lead end user facing coaching sessions in a formal group setting.
• Must be a self-starter with the ability to work independently with minimal guidance and in a collaborative team environment.
• Excellent time management and organizational skills.
• Very strong PC hardware and software troubleshooting skills.
• In depth knowledge of Windows 11 and Apple iOS devices.
• Working knowledge of Microsoft services and tools such as O365 Azure Sharepoint OneDrive and Active Directory.
• Experience supporting conference room technologies (Microsoft Teams is a preference).
• Deploying and configuring systems using imaging tools such as SCCM and AutoPilot.
• Superior customer service focus.
• Able to present technical ideas in professional and user-friendly language.
• Able to learn and support new applications.
• Excellent analytical troubleshooting and problem-solving skills.
• Strong organizational project management and task prioritization skills.
• Experience in a large corporate multi-domain/multi-site organization.
• Must be able to lift up to 50 pounds.
• Must be able to maintain consistent & punctual attendance.

CSA Safety Shoes required all other PPE to be provided by employer.

At Corby and Hiram Walker were committed to fostering a workplace that reflects the diversity of the communities we serve. We welcome applications from all qualified individuals and Indigenous peoples visible minorities individuals with a disability and 2SLGBTQIA individuals are encouraged to apply.

Our Commitment: Accessible Employment Practices

Pernod Ricard alongside its Canadian affiliates Corby and Hiram Walker is dedicated to providing accessible employment opportunities. If you require accommodation due to a disability or a medical need during any phase of the recruitment process or want to review our accommodation policies please reach out to our Human Resources Department at .

Ontario Applicants: Our practices align with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code.

This posting is for a vacant role.

This recruitment process uses artificial intelligence (AI) tools to match applicant skills with role requirements and qualifications.

Join us in creating a vibrant inclusive workplace where everyones voice matters. Apply today!

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