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Job Summary

The Service Desk Agent is the first point of contact for the users who call the IT Service Desk. While providing the highest level of customer service, the agent must answer incoming calls, track all information in a call tracking tool, uses a knowledge-based tool along with their expertise to resolve level 1 requests in a timely fashion or escalate to appropriate level 2 team whenever needed.

Key Responsibilities

Provide first level IT Support. This involves performing initial level of problem identification, troubleshooting and resolution

Provide quality assistance to users and maintain a high level of customer satisfaction

Ensure accurate resolution of incidents and full understanding of customer queries

Develop and maintain product knowledge, business and professional skills

Support the roll-out of new software or applications remotely

Prioritizing and managing open cases until resolution

Able to work on CET and Late Shift

Educational background

HSC/Diploma in Information Technology

Knowledge/Skills Requirements

Excellent Customer Service skills

Conversant with O365 applications

Excellent interpersonal and team collaboration skills

Ability to interact effectively with others and maintain a good attitude at work

Aptitude to be multitasking and work under pressure

Fluent in French & English language (written and spoken)

Professional skills: Problem solving/troubleshooting, analytical, written and oral communication, administrative and organizational

Fast learner and ability to build technical skills

Attentive to details