Remote Technical Service Desk Agent

Pathway Communications; Saint John; Remote; CAD 30,000 - 60,000; Part time

Job summary

A leading company in the communication sector is seeking to fill the role of Service Desk Representative for remote work. This position involves providing front-line technical support, troubleshooting various systems and applications, and ensuring high levels of customer satisfaction. Ideal candidates will have strong technical expertise, effective communication skills, and the ability to work independently. Experience in similar IT support roles will be crucial.

Qualifications

• 2-4 years of experience in technical support or IT service desk roles.
• Hands-on experience troubleshooting Windows/MacOS, MS Office Suite, and networking issues.
• Basic understanding of ITIL practices is preferred.

Responsibilities

• Serve as first point of contact for technical assistance via phone or email.
• Perform troubleshooting using diagnostic techniques.
• Document and update all interactions in ITSM.

Skills

Communication

Problem Solving

Technical Support

Education

Diploma or degree in Computer Science, Information Technology

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
  
  

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