Technical Service Desk Agent

Job Summary

Providing 2nd level telephone support, the full-time Technical Service Desk Agent will resolve customer requests related to software, hardware, and network operations while working remotely and ensuring fast and efficient service.

Key responsibilities

• Respond to and resolve customer requests, achieving First Contact Resolution metrics
• Document calls and cases accurately while managing time and workload to meet service levels
• Assist in cross-training and identify process efficiencies within the Service Centre

Required qualifications

• Associate's degree, professional certification(s), or 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
• Eligibility for required authorizations from the U.S. Government due to access to export-controlled commodities and technology