Service Desk Agent

5 months ago

Toronto, Canada GalaxE.Solutions Full time

What You Will Do:

- Ensure accurate and detailed problem documentation/ticketing.
- Provide timely escalation and follow-up with support groups and customers.
- Identify and escalate wide-impact or potential wide-impact outages.
- Identify trends and opportunities for improvement as well as provide ongoing feedback.

Skills and Experience You Will Need:
Required:

- Minimum 6 months experience
- Above average computing and navigational skills
- Exceptional customer service skills
- A team player who collaborates effectively with peers and other teams Excellent written and oral communication skills.
- Above average computing and navigational skills
- Exceptional customer service skills
- A team player who collaborates effectively with peers and other teams
- Good knowledge of Microsoft Office 2016/O365 (Word, Excel, Teams, OneNote and PowerPoint)
- Ability to work flexible schedules and overnights; based on coverage business needs.
- Technical support background or related education including experience with some or all of the following:

- Windows 7/10
- IE8/11
- Edge/Chrome/Firefox/Safari
- VOIP
- Active Directory
- Citrix/Remote Access
- Blackberry
- BYOD
- AirWatch
- All Microsoft office products - Access, OCS Group chat, Lync, SCCM
- Variety of telephony devices and a good understanding of networking and Wi-Fi support.
- Experience with iPad, Tablets, Smartphone, and Android devices.

Desired
- Experience with ticketing systems

**Education**:

- A technical support background or related education
- University Degree or a College degree/diploma is considered an asset

Language
- French speaking is an asset.

This position requires a 10-panel drug test, except when not permissible by law, ordinance, etc. (This includes testing for marijuana)

Who We Are:
Since its founding, GalaxE has been dedicated to advancing the benefits of technology. As we continue that legacy and look to the future, a focus on business enablement through agile, cost-efficient, and effective integration of people, process, and technology anchors our success. We revolutionize change in the costs of doing business that transform companies and their ability to leap beyond the competition.

At GalaxE we value people and are committed to diversity and inclusion where our employees are made to feel comfortable and are encouraged to be authentic. We focus on cultivating both traditional IT and non-traditional, new collar, workers through our **Outsource to America®,** program.

We are always looking for passionate, entrepreneurial-minded innovators and disrupters; game-changers that take ownership of the work they produce and bring it each and every day. Working with like-minded team members you will get a chance to discover, develop, and use cutting-edge technologies to transform the way we deliver creative business solutions.

Sound like you? Join us and find out for yourself what it means for you, and your career, to be part of the GalaxE team. Let’s build something, together. **#WeAreGalaxE**
- Equal Opportunity Employer/Veterans/Disabled_

**Physical Requirements**:

- Prolonged periods of remaining stationary at a desk and working on a computer
- Must be able to lift to 15 lbs., as needed
- Must be able to work on-site (corporate/client offices), as needed (not applicable for 100% remote roles)
- Occasionally required to bend, kneel, crouch, and reach overhead.
- Hand-eye coordination necessary to operate computers and various pieces of office equipment.
- Specific vision abilities required include close vision, the ability to tolerate fluorescent lighting, and the ability to adjust focus.

Employees must be able to perform the physical requirements of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees requiring accommodations to perform the essential functions of their jobs, absent undue hardship.

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