Help Desk Technical Specialist

6 days ago


Markham, Ontario, Canada BFG Enterprise Services Full time
Job Description:

We are seeking a highly skilled Help Desk Technical Specialist to join our team at BFG Enterprise Services.

The successful candidate will be responsible for providing first-line support for all computer-related software/hardware and telecommunications requests, ensuring timely resolution of issues and delivering exceptional customer service.

About the Role:

  • Answer, evaluate, and prioritize incoming telephone calls, voicemail, email system requests
  • Undertake first-line diagnostics over the phone to determine and resolve PC/peripherals & hardware/software issues
  • Respond and resolve basic end-user requests in the areas of software, hardware, networking, and telecommunications immediately before dispatching or escalating unresolved issues to Field Tech Support Staff or Technical Support Staff
  • Open help desk ticket using the appropriate tracking software; log all incoming requests and steps taken towards resolution
  • Manage service tickets by tracking service calls from initiation through to completion, ensuring that all service tickets have been closed on the system when all calls have been completed and that the client is satisfied
  • Manage problem recognition, research, isolation, resolution, and follow-up on all tickets/requests. Escalate problems or issues as needed to Field Service Technicians.
  • Maintain network user security profiles including passwords and systems access
  • Perform work on revolving day/night shifts

Requirements and Qualifications:

  • College Diploma or University Degree in Information Technology preferred but will consider applicants with equivalent work-related experience
  • Understanding of IT Helpdesk Call Logging software and procedures
  • 2-3 years related experience within a service-based industry
  • Previous quality assurance, scheduling, or escalation experience an asset
  • Must possess strong customer service attitude and interpersonal skills
  • Must possess excellent written and verbal communication skills
  • Ability to work effectively within tight timelines
  • Ability, willingness, and availability to work rotating shifts to support client company users with 24/7 service

Estimated Salary: $45,000 - $60,000 per year, depending on location and experience. This salary range reflects the importance of this role in supporting the technical needs of our clients and the value we place on our employees' contributions.



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