Enterprise Service Desk Representative

Enterprise Service Desk Representative - (14)

Job Title

Enterprise Service Desk Representative

Job Type

Full-time

Education

High School

Entry Level

Category

Customer Service, Information Technology

Immediate Hire
Enterprise Service Desk
- Tier 1 (Part
- Time)

• Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
• Escalate unresolved calls to the support team
• Log all calls in the Service Desk Call Logging system
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
• Have an understanding of ticket quality standards
• Have the ability to prioritize calls and implement the client priority policy
• To maintain a high degree of customer service for all support queries and adhere to all service management principles
• Provide stats for the weekly Service Desk report on call trends
• Applicant must be willing to work non-standard hours (2nd, 3rd shift)

• Excellent communication skills and telephone manner.
• Excellent organizational skills
• 2 years previous IT Service Desk and/or Call Centre experience required
• Incident Management experience
  - Managing incidents including business expectations and communication
• Must have or be able to acquire Government security clearance