Senior Service Desk Agent

Job Summary

Providing second-level telephone support, the full-time Senior Service Desk Agent will respond to and resolve customer requests related to software, hardware, and network operations while working remotely.

Key responsibilities

• Resolve customer issues efficiently, achieving First Contact Resolution performance metrics
• Document all troubleshooting steps and maintain data accuracy in the Service Centre
• Manage time and workload to meet predetermined service levels and follow up on service requests to completion

Required qualifications

• Associate's degree or professional certification(s) with 5+ years of related experience
• 12 months to 2 years of IT Service Desk experience
• 2 years of experience providing Level 1 support for MS Office, MS Exchange, and MS Windows networks
• Working knowledge of data and voice network concepts
• ITIL Foundations Certification and/or Microsoft Desktop Administration certification preferred