Remote Technical Service Desk Agent

Pathway Communications; Edmonton, Calgary; Remote; CAD 40,000 - 60,000; Part time

Job summary

A leading company is seeking a Service Desk Representative to provide front-line technical support. The role involves troubleshooting hardware and software issues, maintaining ticketing systems, and ensuring excellent customer service. Candidates should possess strong technical skills, communication abilities, and a proactive approach to problem-solving. This position is remote and requires flexibility for variable shifts.

Qualifications

• 2-4 years of experience in technical support or IT service desk roles.
• Hands-on experience with troubleshooting Windows / MacOS and networking issues.

Responsibilities

• Provide front-line support for technical issues and ensure swift resolution.
• Document and update all interactions in an ITSM.
• Dispatch Field Technicians and follow up on related issues.

Skills

Communication

Problem Solving

Analytical Skills

Education

Diploma or degree in Computer Science

Tools

Active Directory

ServiceNow

Jira

Job description

Job Title : Service Desk Representative Location : Remote Job Type : Part-Time / Full- time Summary : The Service Desk Representative provides front-line support for technical issues, ensuring swift resolution and excellent customer service.

The role involves troubleshooting hardware, software, and network-related problems, maintaining ticketing systems, and escalating complex issues when necessary.

This position requires strong technical expertise, communication skills, and a proactive approach to problem-solving.

Fulfill service requests for assets and services (part replacements, on-site repairs).

Use prescribed SOPs, scripts and tools to troubleshoot and resolve hardware, software, applications and services problems.

Dispatch Field Technicians and follow up on field and site-related issues.

Document and update all interactions in a state-of-the-art ITSM Escalate incidents and problems to Level 2 teams (and vendors) if / as required.

Qualifications and Skills Education : Diploma or degree in Computer Science, Information Technology, or related field.

Experience : 2-4 years of experience in technical support or IT service desk roles.

Hands-on experience with troubleshooting Windows / MacOS, MS Office Suite, and networking issues.

Technical Skills : Knowledge of Active Directory, VPNs, remote desktop tools, and ticketing systems (e.g., ServiceNow, Jira).

Basic understanding of ITIL practices is preferred.

Use of ITSMs (ticketing systems like ServiceNow or Remedy) Soft Skills : Excellent communication and interpersonal skills.

Strong analytical and problem-solving abilities.

Ability to work independently and as part of a team.

Fluent in English with native-level proficiency Work Conditions Must be willing to work in variable, rotating shifts including evenings, weekends, and public holidays.

CPIC clearance and strict adherence to PCI standards Physical ability to lift and carry equipment weighing up to 20kg.

Key Performance Indicators (KPIs) First Call Resolution Rate.

Average Time to Resolve Tickets.

SLA Compliance Rates.

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