Position: Renewable Contract (renewable every march) with the potential for eventual permanent employment
Location: Toronto, Ontario
Our public sector client is seeking a reliable individual with strong communication skills to provide an exceptional customer service experience for their valued clients. While working with a diverse team in a fast-paced environment, you will be the first line of contact to resolve technical support issues for 68,000 end-users.
For Incoming incidents and service requests:
- End-user connects by telephone, voicemail, email, or on-line
- Agent receives and logs the request in the call management system (ESMT);
- Agent diagnoses the request to determine needed support services;
- Agent resolves the request OR dispatches (transfers – assigns) the call to a Tier 2, Tier 3 or other approved service provider;
- Agent closes the request upon completion of the required support services.
- The agent may either dispatch/transfer/assign an incident or service request to a Tier 2/3 or other service provider through available and approved means
SKILLS & QUALIFICATIONS
- 5+ Years of previous help desk/technical support/service desk experience
- Previous Technical support experience with: Microsoft Windows (7, 10) Office/Exchange/Active Directory
- Blackberry or iOS support experience
- Strong written and verbal communication skills to respond to questions by providing clear, concise and accurate information
- University or College Graduate in Computer Science, IT Support, or a related field
- This resource will work anywhere from 20 to 36.25 hours per week.
- To apply to this position, please do the following:
1. Submit your updated resume by applying to this job posting
2. Complete the 20 minute survey at the following link: https://www.surveymonkey.com/r/IanMartinSDARole
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We value diversity and inclusion and encourage all qualified people to apply. If we can make this easier through accommodation in the recruitment process, please contact us at email@example.com. We encourage all qualified candidates to apply; however, only those selected for an interview will be contacted.