Job Responsibilities
- Providing first level and second level support to end users for an external Service Desk application
- Ensure all calls and emails to the service desk are properly documented in the Service Desk application, this includes initial troubleshooting of issue and information gathering
- Monitoring the Service Desk queues to ensure that tickets are processed in a timely manner which includes first contact with clients and closing all completed tickets assigned to the Service Desk queue
- Interact with other team members where necessary to ensure incident tickets are resolved in a timely manner
- Responsible for checking Service Desk voicemails and emails
- Providing internal RJR Innovations support for IT issues
- Responsible for routing tickets according to the appropriate service levels if a resolution cannot be reached at the first level
- On call after hour support may be required.
Job Requirements, Essential
- A diploma / certificate in post secondary education or equivalent experience;
- Excellent IT troubleshooting skills;
- Strong verbal and written communication skills in both official languages;
- Excellent interpersonal and customer service skills, which will enable the candidate to build positive relationships and work with all levels of staff and clientele;
- Ability to work under pressure and multi-task;
- Exceptional organizational skills and detail oriented;
- Strong professional image.
- Job Type : Full-time (Partial remote work)
- Salary : $40,000.00 to $60,000.00 / year
Experience :
- IT Support : 1 year (Preferred)
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