Help Desk Analyst

Job Description:

Pet Valu is Canada’s leading pet specialty retailer, dedicated to strengthening the bond between dedicated pet lovers and their pets. With 50 years of animal care expertise, we operate over 800 stores across Canada under several banners, including Pet Valu, Bosley’s, Total Pet, Paulmac's Pet, Tisol & Chico. Guided by our mission to deliver products, care, expertise, and memorable moments, Pet Valu is a place where people build meaningful careers while making a positive impact on pets and communities.

The Help Desk Analyst provides customer support, service and technical support through analysis and problem resolving to enable installation, maintenance, education, implementation and documentation of variety of software and hardware technologies via phone to end users. The incumbent will take the lead role in Help Desk projects in relation to system updates and the communication of process changes. They will also assist with training of new team members on policies and procedures. This is a temporary contract position with an estimated end date of February 2027.

• →Receive calls from end-users (all store, warehouse and head office users), assisting and trouble-shooting as necessary for POS and head office business systems support to ensure normal ongoing operations of systems across the company.
• →Maintain and track Requests/Tickets using the call tracking software
• →Testing new releases of POS software (Microsoft Dynamics Navision – LS Retail)
• →Test store flyers to ensure that promotional pricing is correctly charged at the POS system prior to the release of the flyer to store POS systems
• →Communicate flyer testing results to the merchandising team and communicate problems to programming staff as necessary (ensures that bugs are brought to their attention)
• →Initiate service calls for malfunctioning store systems including POS hardware, networking equipment, and store laptops
• →Follow-up on calls to ensure proper closure

Education and Experience

• High School Diploma
• Preferred: College diploma in technology or business-related field
• Minimum 1-2 years’ experience in help desk support
• Demonstrated experience troubleshooting hardware and software
• Retail experience, preferably with a Point-of-Sale system (POS) is an asset

Knowledge and Skills

• Strong customer service and problem-solving skills
• Excellent verbal and concise written communication skills
• Computer literate and general aptitude for learning new proprietary and commercial software programs
• Ability to prioritize
• Analytical approach
• Experience with MS Office (Word and Excel) is essential

Compensation:

The Salary Range for this position is $50,000.00 - $55,000.00 cad annually. The final offer will be based on factors such as market location, relevant skills, experience and internal equity.

We’re looking for passionate people who bring strong skills and live our core values of safety, compassion, expertise, and efficiency every day. If you’re energized by doing meaningful work, taking pride in what you deliver, and making a real impact for pets, people, and communities, you’ll feel right at home here. Join us and build a career where purpose, care, and excellence come together - because love lives here™.