Information Technology Help Desk Support

Information Technology Help Desk Support Information Technology Help Desk Support

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“I Viewed Your Profile for a Reason! Let’s Talk Opportunities.”Building High-Performing Teams in Banking, Financial Services & Insurance | Canada…

Job Summary:

The Service Desk Agent serves as the first point of contact for users contacting the IT Service Desk. This role emphasizes delivering high-quality customer service while providing phone support, documenting incidents, and resolving issues efficiently using both technical knowledge and available tools.

Key Responsibilities:

• Provide exceptional phone-based technical support with a customer-first mindset
• Accurately document issues and maintain detailed records in the call tracking system
• Troubleshoot and resolve issues related to enterprise hardware and software
• Deliver support in a 24/7/365 fast-paced environment, including after-hours and weekends as needed
• Install, diagnose, and repair hardware and software
• Maintain a professional demeanor and build trust with end users through effective communication and follow-through
• Identify opportunities for process improvements and automation

Qualifications:

• 2–5 years of relevant experience in a technical support or IT help desk environment
• High school diploma or GED (higher education or certifications a plus)
• Strong communication and customer service skills
• Ability to work under pressure and manage variable shifts including nights, weekends, and holidays
• Solid technical knowledge to support and troubleshoot systems in a complex environment

Seniority level

• Seniority level Associate

Employment type

• Employment type
  
  Contract

Job function

• Job function
  
  Customer Service
• Industries Banking, Investment Banking, and Financial Services

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