Service Desk Representative

5 months ago

Markham, Canada Pathway Communications Full time

Pathway Communications, a leader in Managed IT and Technical Service Desk solutions, is seeking highly competent and experienced Service Desk Representatives to join its growing team in Markham.

If you want a role which will equip you with the knowledge and skills to take on greater responsibilities and if you enjoy working in an engaging and rewarding work environment, contact us today.

Pathway offers industry-leading compensation and outstanding opportunities for growth and learning.

**Scope of work**
- Microsoft desktop and server operating systems;
- Site communication and connectivity equipment such as routers;

**Duties**

Inbound technical support duties:

- Fulfill service requests for assets and services (part replacements, on-site repairs).
- Dispatch Field Technicians and follow-up on field and site related issues.
- Document and update all interactions in a state-of-the-art ITSM
- Escalate incidents and problems to Level 2 teams (and vendors) if/as required.
- Meet all performance standards for quality, work volume and productivity.

**Requirements**:

- Education and training_

IT diploma or certification(s) or extensive hands-on technical call centre experience.
- Knowledge, experience_
- Three years of past experience in a technology contact centre or IT service desk role;
- Use of ITSM ticketing systems
- Skills_
- Able to follow and use scripts and prescribed operating procedures.
- Excellent customer service, oral and written communications skills
- Analytical and problem-solving skills to deal with technical problems.
- Other_
- Must be willing to work in variable, rotating shifts including evenings, weekends and public holidays
- Must be willing to work on-site in Markham
- Some accounts require on-site work arrangement in either Markham or Downtown Toronto.
- CPIC clearance and strict adherence to PCI standards

**How to apply**

The Pathway Group is an equal opportunity employer and is committed to providing equal treatment to all persons without discrimination on account of race, ancestry, place of origin, citizenship, creed, sex, sexual orientation, age, marital status, family status, disability, color or ethnic origin.

We thank all applicants for their interest and will contact those selected for an interview. We are not accepting calls from recruiters or recruitment firms.

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