Service Desk Agent - Vaughan, Canada - Coreio Inc

Coreio Inc
Coreio Inc
Verified Company
Vaughan, Canada

2 weeks ago

Sophia Lee

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Sophia Lee

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Description
Job Summary

We are currently seeking a Service Desk Agent to join our incredible team on a full time basis. The Service Desk agent responds to client incident and Service Requests remotely.

Support activities include the logging the interactions in our call management tool, initial troubleshooting, resource coordination and remote take over (RTO) if necessary.


Responsibilities and Duties/Key Accountabilities:


  • Answer calls from phone queue
  • Create Incident, IMAC and Service Request tickets and categorize them within the Call Management Tool
  • Reassign tickets to appropriate team and resources as required
  • Escalate any issue as per established scripts if the incident severity changes
  • Document realtime activity in ticketing system
  • Coordinate site visits with local and remote technicians
  • Manage technician workloads
  • Provide customers with realtime updates regarding their tickets
  • Possibility for shift rotation coverage between 8.00 AM EST PM EST

Essential Functions:


  • Participates in daytoday operations of the Service Desk assisting callers and performing excellent Customer Service

These functions include:

  • First point of contact for Incident, Service Requests and IMAC related activity
  • Create and Categorize Incidents, IMAC and Service Requests
  • Capture specific Script based information in Ticket
  • Determine Severity based on Support Scripts
  • Followup calls and contact to clients as required

Qualifications and Skills:


  • Minimum requirement A+, N+, or another recognized certification
  • Strong communication, documentation, organization, and problemsolving skills
  • Effective resource (time) management
  • General knowledge of IT services and processes support

Preferred Qualifications:


  • Bilingualism is an add on advantage.
  • Additional certifications such as MCP
  • Previous Customer Service experience
  • Previous Call Centre experience
  • ITIL foundations certified

Core Competencies:


  • Service Desk/Call Center best practices (basic ITIL processes)
  • Incident Management, Service Request Management, Problem management, Asset Management
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