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.