We are currently seeking a Service Desk Agent to join our incredible team at our Richmond location in Vancouver. The Service Desk agent responds to client Incident and Service Requests from the various Client facility locations through various contact channels.
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 Duties
Key Accountabilities :
Answer calls from phone queue
Action emails from the Service Desk Inbox
Create Incident, IMAC and Service Request tickets and categorize them within the Call Management Tool
Reassign tickets to appropriate team and resources as required
Escalate any issue as per established scripts if the incident severity changes
Document real-time activity in ticketing system
Coordinate site visits with local and remote technicians
Manage technician workloads
Provide customers with real-time updates regarding their tickets
Essential 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 required
Qualifications and Skills
Minimum requirement A+, N+, or another recognized certification
Strong communication, documentation, organization, and problem-solving skills
Effective resource (time) management
General knowledge of IT services and processes support
Preference will be given to candidates that have experience in the following : Additional certifications such as MCPPrevious Customer Service experiencePrevious Call Centre experienceITIL foundations certified
Service Desk / Call Center best practices (basic ITIL processes)
Incident Management, Service Request Management, Problem management, Asset Management
Coreio is an equal opportunity employer and values diversity in its workforce. Coreio encourages applications from all qualified individuals and will accommodate applicant disability-related needs, up to the point of undue hardship, throughout all stages of the recruitment and selection process.
If you require a disability-related accommodation in order to participate in the recruitment process, please contact the Human Resources team.
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