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City Langley
Title Help Desk Representative (Temporary 1 year; Full time)
Status Full Time
Permanent or Temporary Temporary
Program Agenda The Overwaitea Food Group is a dynamic member of the Jim Pattison Group of companies. Located in Langley, BC, we support over 140 unique stores in 6 banner formats (Save-On-Foods, Cooper’s Foods, Overwaitea Foods, PriceSmart Foods, Urban Fare and Bulkley Valley Wholesale) across both BC and Alberta. With over 15,000 team members and one of the longest serving team member bases in the retail industry, our team is committed to fulfilling our mission of “Always Customer First” and maintaining our core values of Service, People, Innovation, Fun and Integrity.

We have a one year temporary, full time employment opportunity in our IT Support Services department for a Help Desk Representative. This position reports to the Team Leader, Help Desk Services.

Working in a call centre environment the Help Desk Representative will support retail and business users with first level support for their system and computer inquiries. Issues that cannot be resolved on first contact are reassigned and followed up by other work teams. Participates in tracking the lifecycle of the incident and ensuring it is resolved.
Key Duties & Responsibilities •Acts as “first point of contact”, responding to team members’ needs, questions/concerns in a friendly/professional manner.
•Diagnoses problems, determines the course of recovery action and implements the needed solution in an effective/timely manner.
•Documents the diagnostic activities and problem resolutions.
•Escalates problems as required to ensure timely resolutions.
•Willing to work morning shifts or afternoon shifts as required. Help Desk work shifts are scheduled to provide support to our Retail business 7 days a week, from 6am to 6pm Monday thru Sunday.
Criteria for Application •Proven techniques, analytical skills and methods of troubleshooting end-user problems with proven ability to achieve problem determination/resolution.
•Previous experience in retail business customer support. Demonstrates confidence, patience and diplomacy. Upbeat/friendly towards customers with excellent customer service skills. Demonstrated positive “can do” attitude.
•Ability to articulate ideas and write clear, concise reports.
•Ability to work in a fast paced environment while balancing multiple priorities.
•Experience in delivering telephone customer service.
•Knowledge of telecommunications hardware/software and of operating systems.
•Post-secondary education in computer science or related discipline or an equivalent combination of education and experience.

Please note that this is a full time temporary position expected to last for the
duration of approximately 1 year.

Interested applicants can now apply online on or before August 18, 2014.

Opening Date 8/11/2014
Closing Date 8/18/2014
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