The Bagg Group Service Desk Representative – Unilingual Contract in Toronto, ON

Overview

The Bagg Group

Branch Toronto ON CA

Position:
Service Desk Representative – Unilingual
Location:
Toronto, ON

Our client, a leader within financial services is looking for a Service Desk Representative on a one year contract. Exceptional customer service skills….

Our client, a leader within financial services is looking for a Service Desk Representative on a one year contract.
Job Description / Accountabilities:
The primary accountability of this position is to provide first level technical support. Key responsibilities include:

– Respond to a variety of inbound customer calls/emails

– Ensure accurate and detailed problem documentation/ticketing

– Provide timely escalation and follow-up with support groups and customers

– Identify and escalate wide-impact or potential wide-impact outages

– Identify trends and opportunities for improvement as well as provide ongoing feedback

– Build ongoing support proficiency for other skills and applications

– Team members receive in-depth classroom training and shadowing and are measured using a performance scorecard approach which highlights productivity, customer interaction, first contact resolution, support proficiency and ticketing quality.

Qualifications / Skills / Experience:

– Excellent written and oral communication skills in English

– Ability to work flexible schedules; based on business needs (which are subject to change), we typically offer weekly rotations including early evening shifts, day shifts and week-end shifts; when we don t have volunteers, we may require team members to cover overnight shifts as well; candidates with more shift flexibility and who meet our hiring criteria will be considered first.

– Above average computing and navigational skills

– Exceptional customer service skills

– Experience with ticketing systems is an asset

– A team player who collaborates effectively with peers and other teams

– University Degree or a College degree/diploma is considered an asset

– Good knowledge of Microsoft Office 2010 (Word, Excel, OneNote and PowerPoint) is an asset

Technical/Troubleshooting ability:
A technical support background or related education including experience with some or all of the following: Windows XP, Windows 7 IE6/8, VOIP, Centrex, PCOMM/Host, Active Directory, Citrix/Remote Access, e-Messaging, Lotus Notes and Blackberry
Experience with iPad, Playbook, Smartphone and Android devices is a definite asset

If interested please send your resume to [email protected]