Service Desk Representative

6 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 English Technical Service Desk Representatives to join its growing team in Markham. As a Service Desk Representative, you will join a close-knit, specialty unit which provides 24/7 technical support to our client’s end-users.

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 and MacOS 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.
- Log and manage support requests or service tickets, track the progress of customer issues, and ensure timely resolution.

**Requirements**:

- Education and training_
A degree or diploma in IT and extensive hands-on technical call center experience would be an advantage.
- Knowledge, experience_
- Three years’ past experience in a technology contact center or IT service desk;
- Use of ITSMs (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.
- CPIC clearance and strict adherence to PCI standards

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