Pathway Communications
Job title:
Bilingual Service Desk Consultant
Firm
Pathway Communications
Job description
Pathway Communications, a pacesetter in Managed IT and Technical Service Desk options, is looking for extremely competent and skilled English Technical Service Desk Representatives to hitch its rising workforce in Markham. As a Service Desk Consultant, you’ll be part of a close-knit, specialty unit which supplies 24/7 technical help to our shopper’s end-users.Our Service Desk Representatives persistently ship high-quality, first-level technical help to finish customers through voice, electronic mail, chat and the usage of distant entry software program. They meet all high quality SLAs akin to first-call decision, deal with time and documentation.
If you would like a job which is able to equip you with the data and expertise to tackle better tasks and should you get pleasure from working in an interesting and rewarding work atmosphere, contact us at present.
Pathway gives industry-leading compensation and excellent alternatives for development and studying.Scope of labor
Technical help of kit, techniques and purposes, akin to:
- Microsoft desktop and server working techniques;
- Desktop purposes; electronic mail and browsers; printers, fax, VPN shoppers;
- Web site communication and connectivity gear akin to routers;
Pathway will present intensive coaching on specialty gear and purposes.Duties
Inbound technical help duties:
- Fulfill service requests for property and providers (half replacements, on-site repairs).
- Use prescribed SOPs, scripts and instruments to troubleshoot and resolve issues with {hardware}, software program, purposes and providers.
- Dispatch Area Technicians and follow-up on area and website associated points.
- Doc and replace all interactions in a state-of-the-art ITSM
- Escalate incidents and issues to Degree 2 groups (and distributors) if/as required.
- Meet all efficiency requirements for high quality, work quantity and productiveness.
- Present technical help, steering, and help to end-users experiencing points with purposes, providers, or gear.
- Diagnose and resolve technical issues and challenges reported by workers, usually over the cellphone, through electronic mail, or by means of on-line chat.
- Log and handle help requests or service tickets, monitor the progress of buyer points, and guarantee well timed decision.
Necessities
Training and coaching
A level or diploma in IT and intensive hands-on technical name heart expertise can be a bonus.
Data, expertise
- Three years’ previous expertise in a expertise contact heart or IT service desk;
- Palms on degree 1 bother taking pictures of MS and MacOS working techniques, desktop purposes and units;
- Use of ITSMs (ticketing techniques)
Abilities
- Capable of observe and use scripts and prescribed working procedures.
- Wonderful customer support, oral and written communications expertise
- Analytical and problem-solving expertise to cope with technical issues.
Different
- Have to be keen to work in variable, rotating shifts together with evenings, weekends and public holidays.
- CPIC clearance and strict adherence to PCI requirements
Tips on how to apply
Apply together with your resume, with particulars of related training, and certifications.
The Pathway Group is an equal alternative employer and is dedicated to offering equal therapy to all individuals with out discrimination on account of race, ancestry, fatherland, citizenship, creed, intercourse, sexual orientation, age, marital standing, household standing, incapacity, coloration or ethnic origin.
We thank all candidates for his or her curiosity and can contact these chosen for an interview. We’re not accepting calls from recruiters or recruitment corporations.Job Kind: Full-timeLocation: On-site in MarkhamPowered by JazzHR
Anticipated wage
Location
Markham, ON
Job date
Fri, 08 Mar 2024 06:23:49 GMT
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