Other Categories
Information Systems (IT User Support)
Description of position:
The Service Desk Technician's main responsibilities are to be the first point of contact for users with Information Systems-related problems, to ensure problem resolution and provide follow-up to Costco users.
Daily tasks and responsibilities:
- Provide 1st level support, by phone, of Costco's different IS systems
- Efficiently provide answers to user questions concerning IS-related programs, equipment and procedures.
- Determine, solve and/or delegate problems.
- Log all calls and actions related to problem solving, follow-ups and service calls.
- Provide feedback on problems to the involved users, and to the immediate superior.
- Perform follow-up on open calls.
- Provide accurate assistance to all users with an appropriate sense of urgency and a positive attitude.
- Accentuate the positive in every situation.
- Exercise professional written and verbal communication skills at all times.
- Place service calls to external service companies and perform follow-ups on these calls.
- Help users in the justification of software and hardware requests.
- Maintain an acceptable level of IS knowledge.
Typical Schedule:
- Avilable for work on various schedules (days, evenings, weekends and holidays)
Qualifications (Costco-specific or industry-specific skills that candidates must possess):
- Education/Training: High School Diploma or GED preferred.
- Licenses/Certifications: None.
- Experience: Work experience in a call centre environment is an asset. Must have customer service experience. Costco wholesale operations or merchandising experience is an asset.
- Knowledge/Skills: Bilingual, written and spoken (French/English) required (candidates will be evaluated). Must demonstrate strong problem-solving skills. Must have a good sense of urgency. Must be able to work under pressure. Must be well-organized and able to manage time. Basic knowledge of warehouse hardware/equipment preferred.
- Other: Must be a strong team player and possess good people skills.