Service Desk Agent

Location: Ottawa, ON, Canada
Date Posted: 03-09-2018
  • Answers user calls and responds to customer incidents and problems 
  • Creates and resolves trouble tickets according to service level agreements 
  • Transfers tickets to other teams as required for resolution or escalates to Team Lead or Supervisor as needed 
  • Follows up with customers to validate that the issue has been resolved 
  • Works with support team(s) to resolve tickets as required 
Skills and Abilities: 
  • 0-3 years of Customer Service Experience 
  • Bilingual (English/French) 
  • Ability to listen, and identify computer related issues over the phones from clients 
  • Ability to articulate technical instruction to support our clients with computer software hardware or configuration issues over the phone 
  • IT related certification is considered an asset 
  • Strong communications skills -oral, written, 
  • Punctuality 
  • Must hold a valid Reliability level federal government security clearance
Hours of Operation: 
  • This position requires shift work 
  • Schedule rotates monthly making personal planning easier 
  • Hours of operation and schedules are subject to change 
  • Monday-Friday: 24 hours 
  • Saturday and Sunday: 24 hours
Duration: 6 months plus possible extensions
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