Remote Technical Service Desk Agent

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

Job summary

A leading telecommunications company is seeking a Service Desk Representative to provide front-line technical support. You will resolve hardware and software issues while ensuring excellent customer service. The ideal candidate has 2-4 years of IT service desk experience and strong analytical abilities, along with a diploma in a relevant field. This position is remote and may require variable shifts.

Qualifications

• 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.
• Basic understanding of ITIL practices is preferred.

Responsibilities

• Serving as the first point of contact for users seeking technical assistance over the phone or email.
• Performing troubleshooting through diagnostic techniques and pertinent questions, paying particular attention to customer satisfaction.
• Fulfill service requests for assets and services (part replacements, on-site repairs).
• Dispatch Field Technicians and follow up on field and site-related issues.

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

Education

Diploma or degree in Computer Science, Information Technology, or related field

Tools

ServiceNow

Jira

Active Directory

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.

Scope of Work

Technical Support of Equipment, Systems, and Applications, such as:

• Microsoft desktop and server operating systems;
• Desktop applications; email and browsers; printers, fax, VPN clients;
• Site communication and connectivity equipment such as routers;

Duties

• Serving as the first point of contact for users seeking technical assistance over the phone or email;
• Performing troubleshooting through diagnostic techniques and pertinent questions, paying particular attention to customer satisfaction;
• 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;
• Customer Satisfaction Scores (CSAT);
• SLA Compliance Rates;