It Service Coordinator

Description:

Service Coordinator II – IT & Audio Visual Support

TLD Richmond, BC

Regular Part-Time (Minimum 1,456 hours/year; up to 40 hours/week)

About TLD

TLD, a division of London Drugs, is a trusted provider of integrated IT and Audio Visual (AV) technology solutions across Western Canada. For more than 40 years, we’ve supported organizations with end‑to‑end technology services — from procurement and design to implementation, monitoring, and ongoing support.

Our team includes specialists in sales, engineering, project management, service coordination, logistics, and technical operations. We put people first — our clients, our partners, and our team — and that commitment drives every interaction.

Why Join Us

At TLD, you’re stepping into more than a job — you’re joining a collaborative community uilt on partnership, innovation, and long‑term relationships. As part of the London Drugs family, you’ll experience a supportive environment, opportunities to grow, and a culture that values integrity, learning, and exceptional service.

About The Role

The Service Coordinator II is a key member of our Help Desk team and the primary point of contact for customers requiring technical service. This role blends service coordination, first‑level technical support, and administrative accuracy to ensure smooth, timely, and professional service delivery.

You’ll work closely with internal teams and external contractors to schedule resources, manage service tickets, support troubleshooting, and maintain clear communication with clients. This position is ideal for someone who enjoys problem‑solving, thrives in a fast‑paced team environment, and brings strong IT/AV knowledge.

What You’ll Do
 

• Coordinate service operations across IT and AV projects, including scheduling, parts procurement, and resource allocation.
• Provide Level 1 technical support: assess issues, troubleshoot, resolve when possible, and escalate with complete documentation.
• Maintain accurate and timely service ticket records.
• Monitor Remote Monitoring and Management (RMM) tools and respond to alerts.
• Support administrative tasks such as reporting, billing, and client agreement setup.
• Assist with month‑end activities and help train new team members.
• Contribute to continuous improvement initiatives within the Help Desk and broader team.
• Perform additional duties as assigned.
  
   

What You Bring
 

• Experience in a Help Desk, service coordination, or technical support role.
• Background in IT or Audio Visual Systems (AVS) — sales or technician experience is an asset.
• Strong understanding of computers, networks, and AV equipment (displays, projectors, speakers).
• Excellent communication skills across phone, email, and documentation.
• High attention to detail, strong organizational skills, and the ability to manage multiple priorities.
• Problem‑solving mindset with a calm, professional approach under pressure.
• Reliable, collaborative, and committed to delivering exceptional service.
• Familiarity with ticketing systems and RMM tools.
• Certifications in Microsoft technologies (Windows OS, Server, Office 365, Networking) are an asset.
  
   

Who You Are
 

• Solution‑oriented and proactive.
• Passionate about service excellence and continuous improvement.
• Honest, caring, and committed to doing great work.
• Self‑motivated, adaptable, and eager to learn.
• A team‑focused contributor with high integrity.
  
   

What We Offer
 

• Competitive compensation based on experience.
• Opportunities for advancement through our promote‑from‑within philosophy.
• Comprehensive benefits package, including medical, dental, vision, and prescription coverage.
• Employee Discount Program.
• Ongoing in‑house training and education opportunities.
• Employee Family Assistance Program.
• Employee Recognition Program.
• A supportive, people‑first culture where your contributions matter.