Service Desk Agent
Richmond, British Columbia, CA
1h ago

Job Summary

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

    Prerequisite Qualifications

  • 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
  • Preferred Qualifications

  • 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
  • Core Competencies

  • 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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