IT Service Desk Technician

Providing first-level support via telephone and other media, the full-time IT Service Desk Technician will resolve customer requests related to software, hardware, and network issues while ensuring high levels of customer satisfaction in a remote environment. Key responsibilities Respond to and resolve customer requests efficiently while documenting calls and incidents accurately Manage time and workload to meet service level agreements and assign incidents to the appropriate support groups Perform diagnostics to initiate problem management workflows and identify process efficiencies within the Service Centre Required qualifications High School diploma or relevant certifications 1-2 years of related experience in IT service delivery 6 months of IT Service Desk experience 6 months of Level 3 support experience for MS Office, MS Exchange, and MS Windows networks Working knowledge of data and voice network concepts