Service Desk Analyst

About Array Marketing

For over 40 years, Array Marketing has been a global leader in the retail display and in-store merchandising services industry. Global brands like Estée Lauder, Sephora, L’Oreal and Samsung to name a few, rely on our team of more than 2,000 employees around the world, to create great retail experiences by bringing their visions to life. 

We are committed to building on more than four decades of strength, deep industry knowledge and design innovation to accelerate our growth and serve our customers even better than before. 

As we continue to expand around the world, we are looking for critical thinkers who are data driven, have a strong work ethic and care about best practices and customer outcomes to help us carry out our vision.

Join Array to make a mark on our business and grow your career.

Who we need

We are looking for a Service Desk Analyst. As the first point of contact for IT support for our global teams, you will troubleshoot and resolve technical issues, escalating complex problems as needed. You will also set up technology and onboard new employees, as well as support warehouse operations with hardware issues onsite.

This is an on-site role that involves unpacking and assembling hardware across departments and responding to incoming support requests. The flexibility to work outside standard business hours is required.

What’s in it for you

Exposure and growth. This is an opportunity to broaden your exposure working across the team and supporting the organization in North America and Europe. By joining us, you will ensure our teams are set up for success and supported in their everyday work. In turn, you will be supported in your development and have a chance to elevate your career in a fast-growing, innovative environment that invests in people and technology.

As our new Service Desk Analyst, you will: 

• Resolve tickets. You will respond to and resolve Level 1 support tickets, escalating Level 2 tickets in a timely manner (e.g. - set up new employees with hardware and software, and support warehouse operations with onsite IT assistance).  You will maintain accurate records of all support interactions and resolutions in the ticketing system.
• Onboard employees. You will set up new computers and software for employees. You will support users during technology transitions with clear instructions, translating complex technical concepts for non-technical users. 
• Act as primary support for Warehouse Operations. You will be the first line of support for warehouse staff experiencing technical difficulties. You will address and resolve technical issues impacting warehouse operations (e.g. - Ensure seamless functionality of scanners, printers, workstations, and other warehouse technology) .
• Maintain IT Records & Documentation -  Log tickets and resolutions in the IT Service Management (ITSM) system.
• Collaborate & Escalate Issues -  Work with other IT teams when complex technical problems require additional expertise.

You have:

• The customer service. You have experience in customer-facing roles and understand the business impact of technical issues. With strong problem-solving and communication skills, you can translate technical concepts for any audience, de-escalate stressful situations, and maintain a calm, helpful demeanour. You collaborate effectively across teams and thrive in an autonomous role, making quick decisions while knowing when to escalate issues.
• The technical skills. You have experience in a call centre or service desk environment, handling Level 1 support tickets with a working knowledge of Level 2 support. You can set up and configure hardware and software, onboard new users, and troubleshoot technical issues both onsite and remotely.
• The ownership. You are detail-oriented, proactive, and committed to delivering high-quality work. You can manage competing priorities effectively while ensuring deadlines are met. You take initiative in resolving issues and persist until a satisfactory solution is achieved.
• The growth mindset. You are always looking for ways to expand your skills and impact, staying curious and adaptable to evolving IT needs. Learning new technologies excites you, and you embrace opportunities to enhance your expertise.
• The flexibility. You are self-motivated and committed to continuous improvement. You are comfortable working outside regular business hours, including weekends, to ensure seamless IT support.

Why Join Array?

• Gain hands-on IT experience in a fast-paced, global organization.
• Work in an inclusive, innovative environment that invests in technology and employee growth.
• Opportunity for career advancement within the IT department.

What you can expect from the interview process:

• A virtual interview with a Talent Advisor discussing your interest in the role, the team’s culture and how you will make an impact.
• An in-person or virtual interview with the Hiring Manager during which you will have a chance to share your technical experience and answer technical questions.
• A virtual or in-person interview with the Manager, IT to understand your experience, problem-solving approach, and values. 

Apply now.

Diversity, equity and inclusion are a critical component of life at Array Marketing and we are committed to making these values an integral part of our culture. We encourage applications from all qualified applicants, including women, persons with disabilities, Black, Indigenous, and People of Colour (BIPOC), people from the Lesbian, Gay, Bisexual, Transgender, Transsexual, Queer, Questioning, Two-Spirit, Intersex, Asexual (LGBTQ2SIA ) community, and other equity-seeking groups.

Array Marketing is committed to providing accessible employment practices that are in compliance with the Accessibility for Ontarians with Disabilities Act ('AODA'). If you require accommodation, please notify our HR team at hrto@arraymarketing.com.