Service Desk Agent
3 weeks ago
Job Summary
We are currently seeking a Service Desk Agent to join our incredible team on a full time basis. The Service Desk agent responds to client incident and Service Requests remotely. Support activities include the logging the interactions in our call management tool, initial troubleshooting, resource coordination and remote take over (RTO) if necessary.
**Responsibilities and Duties/Key Accountabilities**:
- Answer calls from phone queue
- Create Incident, IMAC and Service Request tickets and categorize them within the Call Management Tool
- Reassign tickets to appropriate team and resources as required
- Escalate any issue as per established scripts if the incident severity changes
- Document real-time activity in ticketing system
- Coordinate site visits with local and remote technicians
- Manage technician workloads
- Provide customers with real-time updates regarding their tickets
- Possibility for shift rotation coverage between 8.00 AM EST - 8.00 PM EST
**Essential Functions**:
- Participates in day-to-day operations of the Service Desk assisting callers and performing excellent Customer Service. These functions include:
- First point of contact for Incident, Service Requests and IMAC related activity
- Create and Categorize Incidents, IMAC and Service Requests
- Capture specific Script based information in Ticket
- Determine Severity based on Support Scripts
- Follow-up calls and contact to clients as required
**Qualifications and Skills**:
- Minimum requirement A+, N+, or another recognized certification
- Strong communication, documentation, organization, and problem-solving skills
- Effective resource (time) management
- General knowledge of IT services and processes support
**Preferred Qualifications**:
- Bilingualism is an add on advantage.
- Additional certifications such as MCP
- Previous Customer Service experience
- Previous Call Centre experience
- ITIL foundations certified
**Core Competencies**:
- Service Desk/Call Center best practices (basic ITIL processes)
- Incident Management, Service Request Management, Problem management, Asset Management
Coreio Inc. is committed to building a diverse workforce representative of the communities we serve. We are proud to be in compliance with 2005 and the Integrated Accessibility Standards Regulation. The Accessibility for Ontarians with Disabilities Act (AODA), (if applicable) process as required under Coreio Inc. accessibility policies accommodation will be provided in all parts of the recruitment and assessment and procedures. Applicants must make their accommodation needs known upon requests for interviews.
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