Service Desk Analyst

Work Location

About the Role

Reporting into the Supervisor, Service Desk, this Service Desk Analyst I is part of a team that is passionate about information systems technology. Working closely with the various teams within the Business Technology department, the Service Desk Analyst’s primary responsibility is to provide Tier 1 support to SNDL internal users. This includes providing support to business applications and ERP systems, troubleshooting software and hardware issues, addressing connectivity issues, and general user account administration for onboarding/offboarding of users.

Responsibilities include, but are not limited to:

• Function as the first point of contact for users seeking technical assistance via all channels including our ticketing system, phone, chat, email, and in-person interactions.
• Monitor the ticket board for requests/Incidents, action to provide a timely resolution or triage to the appropriate support team.
• Maintain accurate and detailed records of client interactions, actions taken, and resolutions provided in our ticketing system.
• Collaborate and actively communicate with users, peers, and other BT resources to resolve service and support related issues.
• Document and share details related to issue resolutions, troubleshooting challenges, and trending issues.
• Setup new hardware and software, including computers, printers, and peripherals.
• Ensure asset and inventory records are maintained and up to date.
• Provide documentation and training on location-based systems to Service Desk team members.
• Help maintain the Service Desk knowledge base articles and documentation including creating and updating when necessary.

Experience and Qualifications

• College diploma or university degree in computing or a related field.
• Minimum one year supporting ERP processes as an IT support analyst or as a power user within a business team.
• Strong analytical, customer service and problem-solving abilities.
• Excellent written and verbal communications skills.
• Experience in a Retail environment is considered an asset.
• Experience with Dynamics 365 Finance & Operations is considered an asset.
• Experience working independently, as well as in a cross-functional team-oriented environment.

As a valued member of the SNDL team, you will enjoy:

• Be part of one of the largest regulated products platforms in North America.
• Competitive compensation package, performance bonuses, and benefits.
• Opportunities for career advancement in a fast-scaling organization.
• Generous Vacation policy and annual vacation rollover.

Our Commitment to Diversity & Inclusion:

SNDL is an equal opportunity employer. We are committed to building a welcoming, inclusive, diverse and safe workplace where all of our team members have equal opportunity to succeed. We know this begins with recruitment. To honor our commitment, SNDL encourages applications from individuals of all backgrounds, sexual orientation, gender identity, ancestry, ages and abilities.

We are grateful for the interest in this role from all candidates, however, we will be contacting only those that are selected for next steps in the hiring process.

About SNDL

SNDL is one of Canada’s leading and fastest-growing liquor and cannabis companies. As the country’s largest private-sector retailer, our portfolio includes well-known banners such as Wine and Beyond, Liquor Depot, Ace Liquor, Value Buds, Spiritleaf, and Cost Cannabis.

We’re also one of Canada’s largest vertically integrated cannabis producers, recognized for our innovation, low-cost manufacturing, and award-winning brands including Top Leaf, Contraband, Palmetto, Bon Jak, La Plogue, Versus, Grasslands, Vacay, Pearls by Grön, No Future, and Bhang Chocolate.

Driven by purpose, performance, and people, SNDL is shaping the future of retail and cannabis by bringing people together through exceptional products and experiences.

Learn more about SNDL