IT Help Desk Agent

3 weeks ago


Windsor, Canada Morton Salt Full time

Job Summary

The IT Help Desk Agent is member of IT Help Desk, which is the first point of contact for users seeking assistance with the IT Platform. Agents provide first level support solutions supported by a knowledge base. When 1st level support solutions are not found, Agents will provide appropriate documentation within a ticket of the event and the steps taken so far. The ticket will next be routed to second or third level IT teams for a solution. It is expected that the Agent will review the solution notes to learn how to handle future similar issues. The IT Help Desk is the communication hub for IT service disruptions, assuring all parties are informed as required. The IT Help Desk agent participates in the Major Incident (MI) Process as MI Lead. A Help Desk Technician must be tech-savvy. They must be willing to put customers first and be patient while assisting them. They must also be able to work in a fast-paced environment answering a high volume of calls or help tickets. Help Desk Technicians focus on tasks and pay attention to technical details. They must also be available to work flexible hours or overtime.

**Responsibilities**:
A list of the principal functions of the job to include an action-oriented description of each activity along with the desired outcome against which some measurement of performance can be applied.
- First Level Support
- First point of contact for users seeking assistance with the IT platform
- Perform remote troubleshooting through diagnostic and pertinent questions
- Determine the best solution based on the issue and details provided by user
- Walk users through problem solving process, providing solutions and advice on technical issues
- Direct unresolved issues to second and third level support, assuring excellent documentation is recorded in ticket
- Record events and their resolutions in the ticket system. Documenting and analyzing technical issues and customer interactions
- Contributes to the IT Knowledge Base
- Creating manuals for technical training
- Managing help desk tickets
- Utilize provided tools for this role.
- Participates in training provided for second and third level IT for 1st level solutions and general platform knowledge
- Identifies additional support opportunities and triggers knowledge request from second and third level teams when missing
- Participates in the Incident Management and Major Incident Management Process and achieves SLA’s for this process, extended and after hours work is required. On call as scheduled.
- Triggers Problem Tickets for recurring problems
- Communicates within IT and to the business any disruptions for IT services
- Using feedback from customers to improve problem-solving techniques and customer service
- Install, make changes, and repair computer hardware and software.
- Follow up with users on the technical issues they resolve
- Other duties as assigned.

Knowledge, Skills and Abilities

Specifies the general background required of a jobholder to be successful in the position by summarizing the qualifications and educational background necessary for satisfactory performance of the job. The items listed here should include specific references to the number of years of work experience in the applicable field, level of education desired, professional certifications and/or association affiliations required, technical skills, etc.

EXPERIENCE
- Required:

- 2+ years’ experience in Call Center/Help Desk or Desktop Support
- In addition to English, ability to fluently speak and write in French
- Initiative to identify and recommend IT process improvements
- Critical thinking, analytical and problem-solving skills
- Provides superior customer service to users and peers even in high stress situations
- Strong communication, organization and interpersonal skills
- Excellent documentation/written skills to support required ticket and knowledge base documentation
- Solution and quality orientated attitude
- Exceptional teamwork and leadership skills to help other technical support workers
- Ability to match resources to technical issues appropriately
- Ability to quickly diagnose and resolve technical issues
- Willingness to do shift and weekend work as needed
- Fundamental skills in the M365 Office Suite of Products (Outlook, Word, Excel, Teams, etc.) Windows 11 Pro, Remote VPN access, iPhone iOS, Printers, Networking, Malware Protection Tools
- Ability to learn new technologies and implement them
- Advantageous:

- SAP Knowledge, Linux, macOS
- Experience using Fresh Service
- Training/Certification in ITIL, to be completed in first year if not already.
- IT industry certifications, Microsoft, CompTIA, Cisco
- Ability to speak and write in Portuguese and Spanish

Pay: $53,900.00-$72,000.00 per year

**Benefits**:

- Casual dress
- Dental care
- Employee assistance program
- Life insurance
- Paid time off
- Vision care

Schedule:

- Day shift
- Evenings

Supplemental pay types:

- Bonus pay

**Language**:

- English


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