Level 1 Service Desk - Toronto, Canada - FULLY MANAGED INC
Description
About Fully Managed
Fully Managed is a leader in digital business transformation and managed services. As a ServiceNow Elite partner, we enable organizations to navigate and excel in the digital-first work world.
Our mission is #CreatingPeaceOfMind through better IT, customer and employee experiences to make work flow We eat, sleep, and breathe our core five values:
- Fanatical Service
- Absolute Accountability
- Inspiring our People
- Passion for Innovation
- Monomaniacal about Process
We are a team, a family, and a group of world class collaborators who also have A LOT of fun together.
Why Fully Managed:
We don't want to fill jobs; we want to partner with you throughout their career journey by providing:
- career growth and professional development by sponsoring your ServiceNow Certifications
- a team of like-minded professionals without ego that help each other grow and flourish
- a comprehensive benefit package, and
- paid time off.
We recognize that everyone has a life outside of work and show our commitment by offering:
- remote work environment,
- fitness subsidy.
Key areas of responsibility:
- Assist with training Tier 1 staff on solutions to escalated tickets in order to mentor and reduce escalations over time;
- Provide remote support;
- Follow standardized operating procedures;
- Create new procedures for newly identified resolutions, and when otherwise appropriate;
- Maintain accurate documentation of client networks, resolved issues, and client information;
- Communicate ticket status and updates directly to clients;
- Strive to ensure personal "Customer Experience Score", and other performance metrics, meet Company expectations, as provided;
- Participate in team and company huddles to help ensure the success of the team and organization;
- Be willing to work flexible hours when required to meet client deadlines;
- Track time and submitting time sheets for work completed; and
- Perform other duties and tasks as required.
Skill and knowledge requirements
We're flexible but these are a must:
- Outstanding interpersonal and soft skills;
- Excellent telephone skills;
- Ability to deal with all situations and portray a positive customer service attitude;
- Outstanding ability to quickly establish rapport with clients;
- Ability to work under pressure;
- Ability to analyze client problems by type and severity, acting as 'remote eyes and arms' for problem determination and resolution;
- Excellent English verbal and written communication skills;
- Must be personable, friendly and approachable;
- Attention to detail, including full incident documentation and completion;
- Ability to provide first level support at minimum of 75% resolution;
- Ability to work with a minimum of supervision; and
- Ability to assess workload and make recommendations for improvement.
Interested?
Fully Managed promotes the principles of diversity and inclusion and adheres to the tenets of the Canadian Human Rights Act.
**No recruiters and no phone calls please
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