Helpdesk agent Job in Ottawa K2P2C4, Ontario Canada
Help Desk Agent
Language Requirements:
- Candidates must be able to speak in English and Spanish
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