Job SummaryWe are currently seeking a Service Desk Agent to join our incredible team on a full time basis.

The Service

Desk agent responds to client incident and Service Requests remotely. Support activities include the logging the interactions in our call management tool, initial troubleshooting, resource coordination and remote take over (RTO) if necessary.

Responsibilities and DutiesKey Accountabilities:Answer calls from phone queueAction emails from the Service Desk InboxCreate Incident, IMAC and Service Request tickets and categorize them within the Call Management ToolReassign tickets to appropriate team and resources as requiredEscalate any issue as per established scripts if the incident severity changesDocument real-time activity in ticketing systemCoordinate site visits with local and remote techniciansManage technician workloadsProvide customers with real-time updates regarding their ticketsPossibility for shift rotation coverage between 8.00 AM EST - 8.00 PM ESTEssential Functions:Participates in day-to-day operations of the Service Desk assisting callers and performing excellent Customer Service.



These functions include:First point of contact for Incident, Service Requests and IMAC related activityCreate and Categorize Incidents, IMAC and Service RequestsCapture specific Script based information in TicketDetermine Severity based on Support ScriptsFollow-up calls and contact to clients as requiredQualifications and SkillsPrerequisite QualificationsMinimum requirement A+, N+, or another recognized certificationStrong communication, documentation, organization, and problem-solving skillsEffective resource (time) managementGeneral knowledge of IT services and processes supportPreferred QualificationsBilingualism is an add on advantage. Preference will be given to candidates that have experience in the following:Additional certifications such as MCPPrevious Customer Service experiencePrevious Call Centre experienceITIL foundations certifiedCore CompetenciesService Desk/Call Center best practices (basic ITIL processes)Incident Management, Service Request Management, Problem management, Asset Management

📌 Service Desk Agent (Toronto)
🏢 Coreio
📍 Toronto