Service Desk Agent

Tuesday, August 2, 2022

Coreio is a leading Canadian-based Elite ServiceNow partner and IT Managed Services provider that delivers to mid-sized to enterprise-scale companies across North America and beyond. We build on our 40+ year history as a trusted technology partner and apply our experience as in-house IT experts to help our clients solve complex business and technology issues, so they can focus on what they do best.

Job Summary

We are currently seeking a Service Desk Agent to join our incredible team on a full-time basis. The Service Desk agent responds to client incident and Service Requests remotely. Support activities include logging the interactions in our call management tool, initial troubleshooting, resource coordination, and remote takeover (RTO) if necessary.

Responsibilities and Duties

Key Accountabilities:

• Answer calls from the 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 the ticketing system
• Coordinate site visits with local and remote technicians
• Manage technician workloads
• Provide customers with real-time updates regarding their tickets
• Possibility for shift rotation coverage between 8:00 AM EST - 8:00 PM EST

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 activity
• Create and Categorize Incidents, IMAC, and Service Requests
• Capture specific Script based information in Ticket
• Determine Severity based on Support Scripts
• Follow-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:

• Bilingualism is an add-on advantage.
• Preference will be given to candidates that have experience in the following:
• Additional certifications such as MCP
• Previous Customer Service experience
• Previous Call Centre experience

Core Competencies:

• Service Desk/Call Center best practices (basic ITIL processes)
• Incident Management, Service Request Management, Problem management, Asset Management

Coreio Inc. is committed to building a diverse workforce representative of the communities we serve. We are proud to be in compliance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Integrated Accessibility Standards Regulation. Accommodation will be provided in all parts of the recruitment and assessment procedures. Applicants must make their accommodation needs known upon requests for interviews.

Thank you for your interest in joining the Coreio team! We will be reviewing your resume in the coming days, and should we decide to proceed with your candidacy, we will contact you shortly.