Position Title: Service Desk Coordinator, IT & FacilitiesReports To: Service Desk Manager, IT & FacilitiesLocation: Vancouver, BCSalary: 55-60kThe Service Desk Coordinator, IT & Facilities will be part of the Property Team, handling queries through our service desk management software (ClickUp) and collaborating with internal stakeholders. This position supports stores, head office and warehouses client in managing IT and facilities-related repairs and maintenance. Reporting to the Service Desk Manager, the role ensures efficient execution of maintenance tasks within budgets and service agreements.IT & NSO Service DeskFront-facing client support using the service desk management system (ClickUp)Diagnose, troubleshoot, and resolve end-user inquiries by established SLAsProvide ongoing communication with internal support and internal clients until issues are resolved.Escalate or re-route issues promptly while maintaining communications with clients.Exercise sound judgment and analytical skills in determining a resolution to problemsCoordinate third-party technicians when requiredMaintain documentation for instructions, processes, procedures and knowledge to support the internal knowledge basePlan, purchase, and install IT infrastructure for new store openings as directed by Project ManagersFacilities SupportAssist with Facilities work order requests strategicallyEnsure repair SLAs are metCoordinate store maintenance and special projectsAnalyze and review technical drawings when requiredAid with maintenance schedules and budgetsApprove maintenance and utility invoicesCollaborate with internal teams (Retail, IT, H&S, Loss Prevention, etc.)Work with contractors, landlords, and suppliersDepartment coverage during peak periods, such as Black Friday into the holiday seasonMay also handle emergency responses outside of business hoursSkillsUtilizes good prioritization, organizational, and multi-tasking abilities.Exceptional customer service and communication skillsExcellent problem-solver, clear communicator, fast learner and self-motivatedPassionate about assisting others and patience in persevering and adapting to challenges.Ability to manage multiple projects and deadlinesProactive, self-motivated and team-orientedRequired Education and/or Experience1-3 years of facilities and IT maintenance experience with a strong mechanical aptitudeExperience with supporting education line with our requirements would be beneficialRetail environment knowledgeTech-savvy, proficiency in Microsoft Word, Excel, Projects, PowerPoint, Google Suite, and especially Smartsheets.Ability to read and interpret Construction Drawings would be a plus.Ability to manage multiple projects and deadlinesProactive, self-motivated and team-orientedKey InteractionsInternal: Property Team, IT, Retail, Visual Merchandising, Logistics, Accounts, etc.External: General Contractors, Consultants, Landlords, Suppliers, and Local Authorities
Job Title
Service Desk Coordinator, IT and Facilities