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It’s about growing your skills and expertise in your current role and preparing yourself for the future. That’s why we encourage you to take every opportunity to grow your career within our great global team.
Are you ready to take the next step in your career?
The Managed Services Service Desk Agent is the first point of contact for clients and vendors, responsible for taking calls, chat requests, or tickets, and Mailbox management and handling resulting incidents or service requests. This role applies standard operating procedures, in line with expectations of the role.
What you'll be doing
Key Roles and Responsibilities:
Receive, log, validate and diagnose client requests, on the full range of products and services offered, applying agreed service level agreements leveraging standard tools, platforms, and processes
Uses Managed Services product and process knowledge along with discretion to respond to tickets
Provide client with a first call resolution, where possible, leveraging standard operating procedures or work instructions. Flag the need for such content, when relevant articles are not available
Provide timely updates to clients, when requested, on any pending requests or tickets.
Work closely with resolver groups, and other functions, to ensure timely updates are sent to the client
Produce breach and aging reports for tickets opened by the service desk
Identify gaps and shortcomings in the current processes, procedures, services and provide recommendations for improvement
Use sound judgment to escalate an issue to a higher level
Ensure that a professional level of service quality is maintained and that clients are satisfied
Knowledge, Skills and Attributes:
Ambitious self-starter passionate about IT with the ability to work under guidance Ability to use sound judgment to escalate an issue to a higher level
Methodical in approach to ticket resolution
Demonstrates ability to interact with a variety of stakeholders
Demonstrates required integrity to ensure excellent client service and retention
Demonstrates the attributes of professionals
Excellent attention to detail and client focused
Strong and effective verbal and written communication skills
Ability to work in 24X7 shift structure, based on a defined roster
Familiar with basic ITIL concepts
Basic knowledge of network technologies (WAN, LAN, WLAN), Security, Cloud, Videoconference or Collaboration is an asset
Academic Qualifications and Certifications:
General Qualification in Technology (Technical Diploma) or equivalent
Basic ITIL know-how is preferable
Required Experience:
Demonstrable related work experience in the Technology Industry and Call Centre environment is preferred
Skills Summary
Customer Service, First Call Resolution, Help Desk Support, Information Technology Infrastructure Library (ITIL), Interpersonal Communication, Troubleshooting
What will make you a good fit for the role?
Workplace type:On-site Working
R-113436