TLD Service Coordinator I

TLD Computers - A Division of London Drugs Limited; Richmond; On-site; CAD 40,000 - 70,000; Part time

Job summary

Join a dynamic and innovative team at a rapidly growing corporate division focused on IT and AV solutions. As a Service Coordinator, you will be the primary point of contact for customers, ensuring exceptional service and support. Your role will involve coordinating resources, managing service tickets, and providing first-level technical support. This position offers a unique opportunity to work in a collaborative environment where your contributions will directly impact customer satisfaction. With a commitment to professional development and a supportive team culture, this is an exciting chance to advance your career in technology.

Benefits

Comprehensive medical, dental, and vision coverage

Employee Discount Program

Ongoing In-House Training & Education Courses

Employee Family Assistance Program

Employee Recognition Program

Qualifications

• Experience in Help Desk roles with a focus on customer service.
• Technical knowledge in IT or AVS is essential.

Responsibilities

• Coordinate service resources for customer calls and assignments.
• Manage service tickets and provide Level 1 technical support.
• Monitor and act on issues identified by RMM software.

Skills

Help Desk experience

Customer service skills

Technical knowledge in IT/AVS

Problem-solving skills

Communication skills

Schedule coordination

Ability to manage multiple tasks

Education

Technical training and certification on Microsoft Technologies

Tools

Remote Monitoring and Management (RMM) software

Microsoft Office 365

Job description

Not just a job…
a community
a partnership
a team

You’ll experience them all with the TLD team.

A rapidly growing Corporate subdivision of London Drugs, TLD has been a leader in Corporate IT and AV solutions in Western Canada for over 40 years. Providing an exceptional IT portfolio and dynamic AV solutions we deliver a uniquely integrated technology offering to our business clients. We strive to always provide expertise in IT and AV fields in one source, with the best technology solutions for our customers.

We have a distinctive, integrated group of professionals; from account managers, inside sales support, project managers, designers, technicians, engineers, help desk service coordinators, logistics and more - we succeed as a team.

We are seeking innovative, customer focused people to join our team! We currently have opportunities for:

Service Coordinator I (Interim for 6 months)

This role is part of the TLD and CustomWorks Help Desk team and is the primary point of contact for customers requiring technical service. The main focus of this job is to coordinate the services in our organization (internal resources and contractors) within all aspects - from scheduling, parts procurement, client agreement set up, to billing. The secondary focus of this role is to act as first level technical support to assess, remediate (when possible) and escalate service tickets for prompt resolution. A high level of customer service, IT/AVS technical knowledge, problem solving and attention to detail is required.

Responsibilities include:

• Assist in all administrative aspects of Help Desk, including parts ordering, reporting, ticket reviews, and ticket invoicing.
• Coordinate and organize all service resources for customer calls and assignments.
• Manage and act on service tickets. Level 1 technical support capabilities to remediate and close tickets.
• Escalate service tickets to Level 2 support if required. Information gathering to ensure that Level 2 support has the required information to remediate the tickets quickly.
• Follow-up on open tickets.
• Work with clients over the phone to log tickets and to troubleshoot issues.
• Monitor the RMM (Remote Monitoring and Management) software and act on identified issues.

The successful candidate should possess the following:

• Help Desk experience.
• Experience with schedule coordination and general administration.
• Technical experience; sales and or technician in IT or AVS.
• Technical training and certification on Microsoft Technologies such as:
• Windows Desktop OS, Windows Server OS
• Microsoft Cloud solutions such as Office 365 or Networking would be an asset.
• Exceptional customer service skills.
• Extremely detail oriented and efficient.
• Strong communication skills in a variety of formats.
• Ability to organize and manage multiple tasks and projects simultaneously.
• Ability to apply common sense understanding to carry out detailed and sometimes involved instructions.
• Shows a high degree of productivity and is task oriented.
• Must be able to work well under pressure and prioritize workloads.

This is a Contract Part Time position for 6 months with possibility of extension. Employees will be scheduled between 20- 40 hours per week depending on business needs and will typically work Monday to Friday.

We offer advancement opportunities through our promote-from-within policies, salaries commensurate with experience.

We offer a comprehensive benefits program including:

• Comprehensive medical, dental, prescription drug and vision coverage for you and your family (Ensuring you and your family are taken care of)
• Employee Discount Program (Sharing our success)
• Ongoing In-House Training & Education Courses (Lifelong learning)
• Employee Family Assistance Program (Free confidential counselling)
• Employee Recognition Program (Tangible rewards for great work!)

If you possess the necessary skills and expertise and would like to join an exciting team of professionals,

Apply Now!

TLD is an equal opportunity employer dedicated to building an inclusive and diverse workforce. We are committed to building a company that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.

We will provide accommodations during the recruitment process upon request.

The above statements are intended to describe the general nature and level of work applicable to this position and are not intended to be an exhaustive list of all responsibilities, duties and skills required. Be advised, TLD does not use third party recruitment services.