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 metrics and managing a minimum of 12 tickets per day
- Document troubleshooting steps and maintain data accuracy in the Service Centre, ensuring timely follow-up on cases
- Identify process efficiencies and contribute to knowledge base development by providing weekly knowledge scripts
Required qualifications
- Associate's degree or professional certification(s) with 5+ years of related experience
- 1-2 years of IT Service Desk experience, including Level 1 support for MS Office and Windows networks
- Working knowledge of data and voice network concepts
- Relevant IT qualifications at a tertiary level
- ITIL Foundations Certification and/or Microsoft Desktop Administration certification preferred
Complete Job Description
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