Service Desk Coordinator, IT and Facilities

Position Title: Service Desk Coordinator, IT & Facilities Reports To: Service Desk Manager, IT & Facilities Location: Vancouver, BC Salary: 55-60k The 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 Desk Front-facing client support using the service desk management system (ClickUp) Diagnose, troubleshoot, and resolve end-user inquiries by established SLA’s Provide 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 problems Coordinate third-party technicians when required Maintain documentation for instructions, processes, procedures and knowledge to support the internal knowledge base Plan, purchase, and install IT infrastructure for new store openings as directed by Project Managers Facilities Support Assist with Facilities work order requests strategically Ensure repair SLAs are met Coordinate store maintenance and special projects Analyze and review technical drawings when required Aid with maintenance schedules and budgets Approve maintenance and utility invoices Collaborate with internal teams (Retail, IT, H&S, Loss Prevention, etc.) Work with contractors, landlords, and suppliers Department coverage during peak periods, such as Black Friday into the holiday season May also handle emergency responses outside of business hours Skills Utilizes good prioritization, organizational, and multi-tasking abilities. Exceptional customer service and communication skills Excellent problem-solver, clear communicator, fast learner and self-motivated Passionate about assisting others and patience in persevering and adapting to challenges. Ability to manage multiple projects and deadlines Proactive, self-motivated and team-oriented Required Education and/or Experience 1-3 years of facilities and IT maintenance experience with a strong mechanical aptitude Experience with supporting education line with our requirements would be beneficial Retail environment knowledge Tech-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 deadlines Proactive, self-motivated and team-oriented Key Interactions Internal: Property Team, IT, Retail, Visual Merchandising, Logistics, Accounts, etc. External: General Contractors, Consultants, Landlords, Suppliers, and Local Authorities