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Service Desk Agent

5 months ago

Ottawa, Canada Hydro Ottawa Full time

By generating and distributing power, each person at Hydro Ottawa is part of empowering the lives of people in the communities we serve.

Our work means all the activities that make up our lives - at home, at work, at play - are there when we need them.

That purpose unites us and fuels our work. And if joining us in this essential work energizes you too, we may have the opportunity for you.

JOB SUMMARY

The Service Desk Agent is responsible for all administrative duties required to administer the new service connection, service upgrade and service removal processes. This includes coordinating service layout requests, work order creation, premise creation, customer account and service point creation, payments, appointment scheduling and all record and closing activities.

MAJOR RESPONSIBILITIES- Create and manage section work orders through its life cycle using Hydro Ottawa’s Enterprise Resource Planning (ERP) software, e.g., JDE.- Document job details and associated contact notes in relevant customer information systems, i.e., Service Manager, Outage Management System, Customer Care and Billing, and/or Mobile Workforce Management.- Schedule appointments for Hydro Ottawa and contractor crews.- Provide support and information to area supervisors and crews for jobs and respond to inquiries as required.- Respond to customer and contractor general inquiries.- Use various mapping tools such as Geographic Information System (GIS) or Google Maps/Earth to respond to customer inquiries regarding distribution plant ownership, property attributes and vegetation management responsibility (i.e. who is responsible for the costs of trimming or removal of trees).- Validate readiness of job before booking appointment, i.e., payment received, pre-work and trench inspections complete, valid ESA Permit obtained as required.- Book customer appointments for Hydro Ottawa work.- Maintain multiple databases.- Process and record customer requests when seeking guidance related to underground plant locate notices.- Monthly reconciliation and status reporting for open Work Orders.- Daily reconciliation of previous days appointment and emergency work.- Provide guidance, clarification, explanation, and training as required, of process to internal staff, external agencies and to the general public, pertaining to underground locates, the connection order business and other Hydro Ottawa related functions such as vegetation management and demolition permits.- Receive and respond to escalated inquiries including making recommendations in support of resolution to customer complaints.- Perform other related duties as required.

EDUCATION AND EXPERIENCE- Secondary school diploma.- Post-secondary courses or experience in a related field such as repair, maintenance or service industry.- Experience in a regulated utility environment with knowledge of applicable OEB requirements such as service levels, rates, and service sizes, as well as guidelines and regulations considered an asset.

ADDITIONAL REQUIREMENTS- English essential, both oral and written.- Bilingual (English/ French) considered an asset.- (Some positions may be designated bilingual)

The terms and conditions of employment for this position are governed by the collective agreement between Hydro Ottawa Limited and IBEW Local 636.

**Location**:
Ottawa, ON

Pay Range Minimum:
$50,895.00

Pay Range Maximum:
$78,189.80

Posting End Date (if applicable):
February 2, 2024

Applicants must be legally entitled to work in Canada.