Coordinator of the IT Support Center (ISC)

Job title: Coordinator of the IT Support Center (ISC)

Company: Lowe’s

Job description: At Lowe’s Canada, over 26,000 employees let their passion blossom every day. Our teams are driven by the desire to help people bring their projects to life and are committed to making a difference in the communities we serve.

We operate or service some 470 corporate and affiliated dealer stores. With a distinctive product and service offering and complementary store formats ranging from neighbourhood hardware stores to big box stores, our Lowe’s, RONA, Reno-Depot, and Dick’s Lumber banners are always looking for dedicated employees to help meet the needs of all DIYers and contractors.

You’ve got the talent? We’ve got the tools! Here, your work and ideas will contribute to building a flourishing organization. Your voice will always be heard and valued. You’ll find career opportunities that live up to your ambitions and be able to further develop your unique set of skills.

So if you’re looking to do what you love, and to grow and evolve within our family-one of the best employers in Canada according to a recent Forbes survey-we could be perfect for each other.

Our expectations

Under the direction of the Department Manager, IT Customer Service, the Coordinator of the IT Support Centre (ISC) will be responsible for managing and supporting agents to help them deliver optimal work performance.

Your role

• Transfer expertise through coaching and training of resources
• Play an advisory role with regard to ISC-related tools, processes, and procedures
• Perform quality control for the team’s calls, tickets, and operations
• Be on call 24/7 (rotation) – first responder in escalation mode during major breakdowns
• Oversee the transition of services (projects) to the ISC with the Department Manager
• Ensure and maintain high standards of customer service
• Fill out reports, follow up on KPIs, and analyze data

Job Requirements

The qualifications we are looking for
College degree in computer science or equivalent
More than 5 years of experience in operating/organizing large IT service centres
Practical knowledge of Microsoft and Office 365, Windows 10, Active Directory, Outlook, Exchange, Networks, and Citrix tools
Good knowledge of ITIL processes (certification an asset)
Ability to work under pressure
Analytical and problem-solving skills
Leadership and a team-player attitude
Ability to share knowledge and expertise in readily understandable terms
Good coaching skills
Organizational skills, service-minded approach, and concern for quality
Good decision-making skills and sense of responsibility
Spoken and written bilingualism (French and English)
Autonomy and initiative
Flexibility to work weekdays (between 6 a.m. and 6 p.m.)

Your benefits of working for Lowe’s Canada:

By joining the Lowe’s Canada family, you’ll enjoy many benefits, such as:

• A fitness centre, sports activities, and showers
• A childcare centre that can accommodate up to 78 children
• A cafeteria with a delicious menu prepared by a dedicated chef, healthy options, as well as Starbucks and Tim Hortons coffee stations
• Exclusive employee discounts, plus a 10% discount on store merchandise (at all Lowe’s Canada locations)
• Benefits: retirement savings plan, annual bonuses, stock purchase plan, student incentive program, etc.
• Flexible hours and remote working
• Electric car charging stations
• Career growth opportunities within the company
• An inclusive and safe working environment
• Promotion of work-life balance
• An employer that’s involved in the community
• And much more!

The masculine generic is used without discrimination and only in order to simplify the text. Lowe’s Canada is committed to encouraging diversity and inclusion. We are pleased to consider applications from all qualified candidates, regardless of race, colour, religion, sexual orientation, gender, nationality, age, disability, or any other status protected by law.

Expected salary:

Location: Boucherville, QC

Job date: Sat, 20 Mar 2021 23:11:46 GMT