IT Service Desk Technician

Job Summary

Providing first-level support via telephone and other media, the full-time IT Service Desk Technician will resolve customer requests related to software, hardware, and network issues while ensuring high levels of customer satisfaction in a remote environment.

Key responsibilities

• Respond to and resolve customer requests efficiently while documenting calls and incidents accurately
• Manage time and workload to meet service level agreements and assign incidents to the appropriate support groups
• Perform diagnostics to initiate problem management workflows and identify process efficiencies within the Service Centre

Required qualifications

• High School diploma or relevant certifications
• 1-2 years of related experience in IT service delivery
• 6 months of IT Service Desk experience
• 6 months of Level 3 support experience for MS Office, MS Exchange, and MS Windows networks
• Working knowledge of data and voice network concepts