Helpdesk Agent Job in Mississauga L4W5M1, Ontario Canada
Help Desk Agent
Language Requirements:
- Candidates must be able to speak in English and French
Responsibilities Include:
- Receives, logs and answers customer problem/request/issues
- Performs initial level of problem identification and attempts to resolve when appropriate; otherwise, documents troubleshooting efforts in problem ticket and assigns case to appropriate support group
- Assists with monitoring and tracking incidents to ensure resolution occurs within the service level agreements
- Performs follow-up on incidents to ensure customer satisfaction
- Develops understanding of customers, their business environment and the service level agreements
Must Have Skills/Qualifications
· Knowledge of Microsoft Office suite is essential, especially MS Outlook
· Knowledge of Windows XP,
· Knowledge of Dell, HP and Lenovo laptops
· Experience troubleshooting Internet connectivity
· Experience troubleshooting proprietary software
· Must have ability to take a min 30-50 calls per day maintain with an overall resolution rate of at least 60%
· Must be able to multi-task in a fast paced environment
· Flexibility for shift work as hours of operation have a tendency of changing.
· Must have flexibility for working all of the Canadian holidays (the majority of our customers are in the
· Individuals must have flexibility for working overnight and on weekends when required
· Individuals must have ability to type a minimum 45-50 words per minute
· Individuals must have flexibility for working overtime with or without prior notice
· Experience with an incident tracking system
· Excellent customer service skills
· Excellent communication and interpersonal skills
· Must be able to follow process and management directives
· Previous Help Desk or
Nice to Have Skills/Qualifications:
· Microsoft Certified Professional (MCP)
· Lotus Notes 5
· Troubleshooting hand held devices like Palm or Blackberry
· Microsoft Office User Specialist (MOUS)
· A+ Certification (Comptia Certification)
· ITIL Certification
Flexible Work Arrangement:
- This is a full-time role.
- Must be willing to work shifts across a HDS Ottawa hours of operation currently 7 AM to 10PM
Education Requirement:
BA in Computer Sciences, equivalent degree or work experience
Interested candidates are invited to submit their resume in confidence to marie.bosco@modis.com
Modis would like to thank all candidates for submitting to this job opportunity, however, only those with the above qualifications clearly identified in their resumes will be contacted for further instruction and submission to the client.
On January 1, 2011 Ajilon Consulting and Modis joined forces to create a true powerhouse in the field of IT staffing and consulting. In the complex world of information technology, the new Modis will connect you to the right talent, the right opportunities, and the right answers. Let us help you make exceptional connections.
