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.

TLD may collect, use, and/or disclose your personal information (including the information in this application) where it is reasonable for establishing, managing or terminating an employment relationship. This includes the use or disclosure of your personal information to persons inside or external to our organization, for the purpose of checking references or gathering other information to support an assessment of your candidacy.

To protect yourself, do not respond to unsolicited job offers from individuals or e-mail addresses, and never disclose any sensitive details about your identity (including personal or financial) to anyone you do not know or trust or on any unverified website, or website you do not trust.

London Drugs is 100% Canadian owned and is focused on local customers' satisfaction. Across Alberta, Saskatchewan, Manitoba and British Columbia, London Drugs' 79 stores employ more than 8,000 staff dedicated to providing our customers with a superior shopping experience.

We are committed to making a positive impact on the world and the communities we operate in. From responsible sourcing, packaging take-back and in-store recycling centres, we invest in making our practices more environmentally sound and continue to look for better, greener ways to do business.

We believe our employees are our greatest asset, and we are committed to fostering a vibrant and inclusive workplace where every team member can thrive. Our supportive culture encourages creativity and collaboration, allowing you to make a meaningful impact on our customers' experiences. Together, we celebrate diversity, innovation, and a shared passion for delivering exceptional service, making London Drugs not just a place to work, but a place to grow and succeed.

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