Job Details

Company Description

Current Indigo employees should apply through the Internal Mobility page using your @indigo.ca email address.

Dedicated to telling stories and creating experiences, Indigo is always looking for bright, energetic and customer-focused people who can help bring our exciting mission to life in one of our more than 200 Indigo, Indigospirit, Chapters and Coles stores across Canada. We offer a variety of exciting opportunities at our retail stores, distribution centres, and home office for people who share our passions and want to be part of a dynamic and enriching culture.


  • We love books and all things beautiful
  • We are Canada’s Cultural Department Store
  • Books are our heart and our soul and Great Books are JUST the Beginning…

We play by the following rules:

  • We exist to add joy to our customers’ lives each and every time they interact with us and our products
  • Our job is to create joyful moments for our customers
  • We treat each other the way we’d treat a valued friend
  • We inspire each other to do our best work
  • We seek to ignite creativity and innovation every day
  • We give back to the communities in which we operate

Job Description


The Analyst, Service Desk Support is part of the Indigo Service Desk team and responsible for logging, prioritizing, categorizing and assigning incident tickets.  Encountered incidents are reported to SD by any of its internal customer base (all stores, Home Office and IDSC users). The individual works closely with the various groups within the organization to provide 1st and 2nd Level technology support ensuring that any interruption is minimized. The Service Desk team is operational 16 hours a day, 7 days a week, therefore, the candidate is required to work rotating shifts and various weekends/holidays.

  • Provide first and second level operational, application and technical support via email and the phone for all internal customers
  • Provide phone and dial-in operations user support, via Service Desk call centre software and its inherent knowledge tree
  • Escalate issues as necessary within IT, Retail Store Operations, external vendors or various business units
  • Advise appropriate business and IT teams of issues when required, track issues through to resolution and follow-up with the customer to ensure satisfaction.
  • Enhanced knowledge of POS, Back Office and Enterprise applications
  • Cross train all analysts on POS, Back Office and Enterprise application
  • Make recommendations to address problems, improve service, and provide improved support.
  • Use diagnostic tools and methods to analyze network, desktop, and infrastructure or business logistics problems



  • Excellent communication skills, both written and verbal.
  • Able to troubleshoot and search for solutions with the available tools, i.e. Internet, web forums, books, etc
  • Strong computer background with the ability to learn and master new software and to pass along this knowledge to others
  • Experience with MS Office applications including Word, Excel, Outlook and Powerpoint
  • Must be available for shift work Monday to Friday and available 1 or 2 weekends per month

Additional Information

Indigo Books & Music is committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity. Accommodations are available upon request for all applicants with a disability throughout the recruitment process. Please contact Human Resources if you require accommodation. We will work with all applicants to accommodate their individual accessibility needs. 



Service Desk Support Analyst

Home Office
Entry Level
Information Technology