Remote Technical Service Desk Agent

5 days ago

Remote, Canada Pathway Communications Full time

Job Title: Service Desk Representative

Location: Remote

Job Type: Part-Time / Full-time

Summary:

The Service Desk Representative provides front-line support for technical issues, ensuring swift resolution and excellent customer service. The role involves troubleshooting hardware, software, and network-related problems, maintaining ticketing systems, and escalating complex issues when necessary. This position requires strong technical expertise, communication skills, and a proactive approach to problem-solving.

Scope of work

Technical support of equipment, systems and applications, such as:

  • Microsoft desktop and server operating systems;
  • Desktop applications; email and browsers; printers, fax, VPN clients;
  • Site communication and connectivity equipment such as routers;
Duties
  • Serving as the first point of contact for users seeking technical assistance over the phone or email
  • Performing troubleshooting through diagnostic techniques and pertinent questions, paying particular attention to customer satisfaction.
  • Fulfill service requests for assets and services (part replacements, on-site repairs).
  • Use prescribed SOPs, scripts and tools to troubleshoot and resolve hardware, software, applications and services problems.
  • 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.
Qualifications and Skills

Education: Diploma or degree in Computer Science, Information Technology, or related field.

Experience:
  • 2-4 years of experience in technical support or IT service desk roles.
  • Hands-on experience with troubleshooting Windows/MacOS, MS Office Suite, and networking issues.
Technical Skills:
  • Knowledge of Active Directory, VPNs, remote desktop tools, and ticketing systems (e.g., ServiceNow, Jira).
  • Basic understanding of ITIL practices is preferred.
  • Use of ITSMs (ticketing systems like ServiceNow or Remedy)
Soft Skills:
  • Excellent communication and interpersonal skills.
  • Strong analytical and problem-solving abilities.
  • Ability to work independently and as part of a team.
  • Fluent in English with native-level proficiency
Work Conditions
  • Must be willing to work in variable, rotating shifts including evenings, weekends, and public holidays.
  • CPIC clearance and strict adherence to PCI standards
  • Physical ability to lift and carry equipment weighing up to 20kg.
Key Performance Indicators (KPIs)
  • First Call Resolution Rate.
  • Average Time to Resolve Tickets.
  • Customer Satisfaction Scores (CSAT).
  • SLA Compliance Rates.

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