Service Desk Analyst
Top Benefits
About the role
What you'll do:
Customer Support & Incident Management
- Act as the initial point of contact for store-initiated IT inquiries via phone, email, and chat
- Log, categorize, prioritize, and manage incidents and service requests using ServiceNow
- Triage incidents to assess business impact and determine response priority using knowledge base articles
- Resolve Level 1 incidents within defined SLAs
Technical Support & Troubleshooting
- Provide frontline support for in-store technologies supporting customer sales
- Support the following banners: Canadian Tire, Party City, Part Source, and Petroleum
- Work toward first-contact resolution whenever possible
- Support new and existing technologies across multiple platforms
- Rapidly learn and adapt to new tools, systems, and procedures
- Provide basic support for network, infrastructure, accounts, and RMA processes
Operational Excellence
- Adhere to incident management and escalation standards (P1–P4)
- Participate in major incident bridges and provide timely store updates
- Maintain high standards for ticket quality and documentation
- Utilize and contribute to Knowledge Base articles
- Identify recurring issues and support continuous improvement initiatives
- Share insights to enhance overall service desk effectiveness
- Escalate complex issues to Level 1.5, Level 2, or vendor support following RMA processes
- Maintain accurate and detailed ticket documentation
Work Environment & Schedule
- Retail support environment operating between 5:00 AM and 1:00 AM with rotational shifts. Shifts may include evenings, weekends, and holidays based on operational requirements.
What you bring:
- College diploma or university degree in Computer Science or related field, or equivalent experience
- Previous Service Desk or customer support experience; retail support preferred
- Experience supporting POS, SCO, and EFD devices - Working knowledge of Canadian Tire systems is an asset
- Strong troubleshooting, multitasking, and time-management skills - Excellent verbal and written communication skills
- Experience with ServiceNow or similar ITSM tools preferred
We’re always looking for great talent! In addition to competitive pay, we offer:
- Comprehensive benefits and retirement programs
- Performance incentives, Continuing Education Programs
- Other perks to support your well-being
- Career growth opportunities and product discounts
Broadband Salary Range: $44,000 – $73,000.
Our typical hiring range is between $43,000 and $59,000. Salary decisions are also dependent on other factors such as your experience, industry benchmarks, internal equity and other role-specific requirements. For critical roles, the compensation offering will be reviewed to ensure alignment with market rate and conditions and the unique value you bring to the role.
This posting represents an existing vacancy within our organization.
We may use artificial intelligence tools as part of our recruitment process to assist in the initial screening of resumes. All hiring decisions, including candidate evaluation, selection, and disposition, are made by human recruiters.
About Us
Canadian Tire Corporation, Limited (“CTC”) is one of Canada’s most admired and trusted companies. With more than 90 Owned Brands, 1,700 retail locations, financial services, exemplary e-commerce capabilities, and exciting market-leading merchandising strategies. We dream big and work as one to innovate with purpose for our customers at every level of our business, investing in new technologies and products, and doubling down on top talent to drive the company forward. We offer competitive salaries and wages to CTC employees, as well as store discounts, supported learning through our Triangle Learning Academy, Canadian Tire Profit Sharing, and retirement and savings programs for eligible employees. As part of our enhanced flex benefits program, we offer mental health benefits in the amount of $5,000 per year for benefits-eligible employees and their families, including total well-being, and mental health tools and resources for all employees. Join us in helping to make life in Canada better through living and working our Core Values: we are innovators and entrepreneurs at our core, outcomes drive us, inclusion is a must, we are stronger together and we take personal responsibility. It is an especially exciting time to join CTC and its family of companies where career opportunities are wide-ranging! Join us, where there's a place for you here.
Our Commitment to Diversity, Inclusion and Belonging
We are committed to fostering an environment where belonging thrives, and diversity, inclusion and equity are infused into everything we do. We believe in building an organizational culture where people are consistently treated with dignity while respecting individual religion, nationality, gender, race, age, perceived ability, spoken language, sexual orientation, and identification. We are united in our purpose of being here to help make life in Canada better.
Accommodations
We stand firm in our Core Value that inclusion is a must. We welcome and encourage candidates from equity-seeking groups such as people who identify as racialized, Indigenous, 2SLGBTQIA+, women, people with disabilities, and beyond. Should you require any accommodation in applying for this role, or throughout the interview process, please make them known when contacted and we will work with you to help meet your needs.
Not the right fit? Search for Service Desk Analyst jobs in Toronto, ON
About Canadian Tire Corporation, Ltd.
Canadian Tire Corporation, Limited ("CTC") is one of Canada's most admired and trusted companies. With world-class owned brands and exciting market-leading merchandising strategies, we are continually innovating with purpose: to be there for Canadians from coast-to-coast.
We are a group of companies that includes a retail segment, a financial services division and CT REIT. Our retail business is led by Canadian Tire, which was founded in 1922 and provides Canadians with products for life in Canada across its Living, Playing, Fixing, Automotive and Seasonal & Gardening categories. Party City, PartSource and Gas+ are key parts of the Canadian Tire network. Our retail segment also includes Mark's, a leading source for casual and industrial wear, Pro Hockey Life, a hockey speciality store catering to elite athletes, and SportChek, Hockey Experts, Sports Experts, and Atmosphere, which offer the best active wear brands. Our 1,700 retail and gasoline outlets are supported and strengthened by our Financial Services division and the tens of thousands of people employed across the country by our Company, local Dealers, franchisees and petroleum retailers. In addition, CTC owns and operates Helly Hansen, a leading technical outdoor brand based in Oslo, Norway.
CTC is an integral part of the communities in which we operate and our legacy of community support, through national and local programs, is initiated and executed by our Corporation, Dealers, franchisees, store operators and employees. Since 2005, our Canadian Tire Jumpstart Charities has been helping kids overcome financial and accessibility barriers to sport and recreation in an effort to provide inclusive play for all kids of all abilities.
For more information, visit corp.canadiantire.ca.
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Service Desk Analyst
Top Benefits
About the role
What you'll do:
Customer Support & Incident Management
- Act as the initial point of contact for store-initiated IT inquiries via phone, email, and chat
- Log, categorize, prioritize, and manage incidents and service requests using ServiceNow
- Triage incidents to assess business impact and determine response priority using knowledge base articles
- Resolve Level 1 incidents within defined SLAs
Technical Support & Troubleshooting
- Provide frontline support for in-store technologies supporting customer sales
- Support the following banners: Canadian Tire, Party City, Part Source, and Petroleum
- Work toward first-contact resolution whenever possible
- Support new and existing technologies across multiple platforms
- Rapidly learn and adapt to new tools, systems, and procedures
- Provide basic support for network, infrastructure, accounts, and RMA processes
Operational Excellence
- Adhere to incident management and escalation standards (P1–P4)
- Participate in major incident bridges and provide timely store updates
- Maintain high standards for ticket quality and documentation
- Utilize and contribute to Knowledge Base articles
- Identify recurring issues and support continuous improvement initiatives
- Share insights to enhance overall service desk effectiveness
- Escalate complex issues to Level 1.5, Level 2, or vendor support following RMA processes
- Maintain accurate and detailed ticket documentation
Work Environment & Schedule
- Retail support environment operating between 5:00 AM and 1:00 AM with rotational shifts. Shifts may include evenings, weekends, and holidays based on operational requirements.
What you bring:
- College diploma or university degree in Computer Science or related field, or equivalent experience
- Previous Service Desk or customer support experience; retail support preferred
- Experience supporting POS, SCO, and EFD devices - Working knowledge of Canadian Tire systems is an asset
- Strong troubleshooting, multitasking, and time-management skills - Excellent verbal and written communication skills
- Experience with ServiceNow or similar ITSM tools preferred
We’re always looking for great talent! In addition to competitive pay, we offer:
- Comprehensive benefits and retirement programs
- Performance incentives, Continuing Education Programs
- Other perks to support your well-being
- Career growth opportunities and product discounts
Broadband Salary Range: $44,000 – $73,000.
Our typical hiring range is between $43,000 and $59,000. Salary decisions are also dependent on other factors such as your experience, industry benchmarks, internal equity and other role-specific requirements. For critical roles, the compensation offering will be reviewed to ensure alignment with market rate and conditions and the unique value you bring to the role.
This posting represents an existing vacancy within our organization.
We may use artificial intelligence tools as part of our recruitment process to assist in the initial screening of resumes. All hiring decisions, including candidate evaluation, selection, and disposition, are made by human recruiters.
About Us
Canadian Tire Corporation, Limited (“CTC”) is one of Canada’s most admired and trusted companies. With more than 90 Owned Brands, 1,700 retail locations, financial services, exemplary e-commerce capabilities, and exciting market-leading merchandising strategies. We dream big and work as one to innovate with purpose for our customers at every level of our business, investing in new technologies and products, and doubling down on top talent to drive the company forward. We offer competitive salaries and wages to CTC employees, as well as store discounts, supported learning through our Triangle Learning Academy, Canadian Tire Profit Sharing, and retirement and savings programs for eligible employees. As part of our enhanced flex benefits program, we offer mental health benefits in the amount of $5,000 per year for benefits-eligible employees and their families, including total well-being, and mental health tools and resources for all employees. Join us in helping to make life in Canada better through living and working our Core Values: we are innovators and entrepreneurs at our core, outcomes drive us, inclusion is a must, we are stronger together and we take personal responsibility. It is an especially exciting time to join CTC and its family of companies where career opportunities are wide-ranging! Join us, where there's a place for you here.
Our Commitment to Diversity, Inclusion and Belonging
We are committed to fostering an environment where belonging thrives, and diversity, inclusion and equity are infused into everything we do. We believe in building an organizational culture where people are consistently treated with dignity while respecting individual religion, nationality, gender, race, age, perceived ability, spoken language, sexual orientation, and identification. We are united in our purpose of being here to help make life in Canada better.
Accommodations
We stand firm in our Core Value that inclusion is a must. We welcome and encourage candidates from equity-seeking groups such as people who identify as racialized, Indigenous, 2SLGBTQIA+, women, people with disabilities, and beyond. Should you require any accommodation in applying for this role, or throughout the interview process, please make them known when contacted and we will work with you to help meet your needs.
Not the right fit? Search for Service Desk Analyst jobs in Toronto, ON
About Canadian Tire Corporation, Ltd.
Canadian Tire Corporation, Limited ("CTC") is one of Canada's most admired and trusted companies. With world-class owned brands and exciting market-leading merchandising strategies, we are continually innovating with purpose: to be there for Canadians from coast-to-coast.
We are a group of companies that includes a retail segment, a financial services division and CT REIT. Our retail business is led by Canadian Tire, which was founded in 1922 and provides Canadians with products for life in Canada across its Living, Playing, Fixing, Automotive and Seasonal & Gardening categories. Party City, PartSource and Gas+ are key parts of the Canadian Tire network. Our retail segment also includes Mark's, a leading source for casual and industrial wear, Pro Hockey Life, a hockey speciality store catering to elite athletes, and SportChek, Hockey Experts, Sports Experts, and Atmosphere, which offer the best active wear brands. Our 1,700 retail and gasoline outlets are supported and strengthened by our Financial Services division and the tens of thousands of people employed across the country by our Company, local Dealers, franchisees and petroleum retailers. In addition, CTC owns and operates Helly Hansen, a leading technical outdoor brand based in Oslo, Norway.
CTC is an integral part of the communities in which we operate and our legacy of community support, through national and local programs, is initiated and executed by our Corporation, Dealers, franchisees, store operators and employees. Since 2005, our Canadian Tire Jumpstart Charities has been helping kids overcome financial and accessibility barriers to sport and recreation in an effort to provide inclusive play for all kids of all abilities.
For more information, visit corp.canadiantire.ca.