Service Desk Agent

2 days ago

Canada n-Bits Technology Services Full time

**Technical Skills**:

- Record interaction using ticket tool with proper classification
- Perform account unlock/password reset as per defined process
- Dispatch tickets to support groups post gathering required information
- Refer Knowledge base and perform troubleshooting as per defined process
- Follow up and closure of incidents to ensure customer satisfaction
- Diagnosing, verifying, recording and reporting downtime and providing immediate notification for all incidents
- Diagnosing & troubleshooting virus problems that can be fixed using antivirus tool deployed
- Incident, Problem, and Change Management within the EUC environment

**Process Skills**:

- Excellent verbal and written communication skill in English and/or French Languages.
- Self-motivating, proactive and a team player.
- Able to operate effectively in a team environment with both technical and non-technical team members.
- Effective communication with excellent probing skills.
- Experience in a large organization call handling, knowledge navigation, troubleshooting on a large-scale help desk environment.
- Working knowledge of ITIL methodologies, such as Incident, Request&Problem management.
- Working technical knowledge of current protocols, operating systems and standards.
- Able to operate effectively in a team environment with both technical and non-technical team members.
- Able to operate with mínimal supervision.
- Able to manage time effectively, set priorities appropriately and holding accountability.
- Able to operate within customer standard operating procedures.
- Knowledge in Office 365.

**Behavioral Skills**:

- Professional image and grooming
- Self-confidence and interpersonal skills
- Analytical and problem-solving skills
- Strong listening skills.

**Qualification**:

- Any Graduate or pursuing last year of Graduation

**Job Types**: Full-time, Permanent

**Salary**: $17.00-$21.00 per hour

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday

Supplemental pay types:

- Overtime pay

**Language**:

- English (required)

Work Location: In person

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