Job description

Hours: 9:00am to 5:00pm

  • Answer and respond to technical calls within predetermined time guidelines; analyzes and interprets client questions to determine problems and solve them
  • Execute technical support and performs technical support work of difficulty and complexity
  • Ensure consistency and quality of service provided. Intercedes when advanced technological issues cannot be handled by less experienced staff and coaches new lower-level staff through problem resolution
  • Escalate complex issues that cannot be rectified to the Help Desk Supervisor
  • Advise regarding the routes taken that were unsuccessful in order to alleviate redundancies
  • Monitor compliance with service level agreements throughout the business units. Manages expectations of end users through routine meetings and progress reports
  • Coordinate with senior management and IT personnel to address issues related to existing and new IT technologies
  • Serve as a support in the overall end user functions related to technological upgrade in individual business units, concentrating on more complex and difficult technological issues

What you need to have

Skills
  • Computer skills required
  • Customer service/support skills
Prior experience & qualifications
  • At least 1 year of related experience required
Languages
This opportunity requires fluency in English

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.