Service Desk Agent Jobs

Coreio Inc. is a leading Toronto-based IT services provider that delivers IT Infrastructure and Operations solutions for enterprise-scale companies across North America. We build on our 35-plus year history as a strategic partner, and apply our experience as in-house IT experts, to help our clients solve complex business and technology issues, so they can focus on what they do best.
Job Summary
We are currently seeking a Service Desk Agent to join our Toronto team for a 3 month contract to start (with potential for extension). The individual will be required to be onsite daily . The shift for the position will be Monday-Friday, 9-5 Local Time.
The Service Desk agent responds to client incident and Service Requests. Support activities include the logging the interactions in our call management tool, initial troubleshooting, resource coordination and remote take over (RTO) if necessary.
We are looking for individuals who can interact, collaborate and address end users/clients with the highest standard of professionalism / customer service.
Responsibilities and Duties
Key Accountabilities

• Escalate any issue as per established scripts if the incident severity changes
• Coordinate site visits with local and remote technicians
• Document real-time activity in ticketing system
• Action emails from the Service Desk Inbox
• Answer calls from phone queue
• Reassign tickets to appropriate team and resources as required
• Provide customers with real-time updates regarding their tickets
• Manage technician workloads
• Create Incident, IMAC and Service Request tickets and categorize them within the Call Management Tool

Essential Functions

• Follow-up calls and contact to clients as required
• Create and Categorize Incidents, IMAC and Service Requests
• Participates in day-to-day operations of the Service Desk assisting callers and performing excellent Customer Service. These functions include:
• Determine Severity based on Support Scripts
• Capture specific Script based information in Ticket
• First point of contact for Incident, Service Requests and IMAC related activity

Qualifications And Skills
Prerequisite Qualifications

• Demonstrated ability to multitask
• Minimum requirement A+, N+, or another recognized certification
• Associates Degree or technical training or equivalent combination of education and experience
• 2-3 years of work related experience
• Excellent communications skills and client centric (English).
• Effective resource (time) management
• General knowledge of IT services and processes support
• Experience working with laptops and both Windows 10 operating systems
• CompTIA A+ and Windows 10 certification highly preferred
• Driver's license and access to a vehicle
• Bilingualism is an add on advantage.

Preferred Qualifications

• Previous Customer Service experience
• Preference will be given to candidates that have experience in the following:
• Ability to research and reach-out for help if required
• Additional certifications such as MCP
• ITIL foundations certified
• Ability to learn on the job
• First-line helpdesk experience, targeting to resolve the issues on first contact
• Solid technical skills (AD, MS suite, Hardware, basic networking)

Core Competencies

• Incident Management, Service Request Management, Problem management, Asset Management
• Service Desk Center best practices (basic ITIL processes)

Coreio Inc. is committed to building a diverse workforce representative of the communities we serve. We are proud to be in compliance with 2005 and the Integrated Accessibility Standards Regulation. The Accessibility for Ontarians with Disabilities Act (AODA), (if applicable) process as required under Coreio Inc. accessibility policies accommodation will be provided in all parts of the recruitment and assessment and procedures. Applicants must make their accommodation needs known upon requests for interviews.
Thank you for your interest in joining the Coreio team! We will be reviewing your resume in the coming days, and should we decide to proceed with your candidacy, we will contact you shortly.
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