Service Desk Agent - Canada - n-Bits Technology Services

Description

• 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

• Excellent verbal and written communication skill in English and/or French Languages.
• Selfmotivating, proactive and a team player.
• Able to operate effectively in a team environment with both technical and nontechnical team members.
• Effective communication with excellent probing skills.
• Experience in a large organization call handling, knowledge navigation, troubleshooting on a largescale 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 nontechnical 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.

• Professional image and grooming
• Selfconfidence and interpersonal skills
• Analytical and problemsolving skills
• Strong listening skills.

• Any Graduate or pursuing last year of Graduation

• 8 hour shift
• Day shift
• Monday to Friday

• Overtime pay

• English (required)