Service Desk Agent
Service Desk Agent
Posted on :
05-04-2025
Employer Active
1 Vacancy
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Job Description
Coreio is a leading Canadianbased Elite ServiceNow partner and IT Managed Services provider that delivers to midsized to enterprisescale companies across North America and beyond. We build on our 40 year history as a trusted technology partner and apply our experience as inhouse 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 incredible team on a full time basis. The Service Desk agent responds to client incident and Service Requests remotely. Support activities include the logging the interactions in our call management tool initial troubleshooting resource coordination and remote take over (RTO) if necessary.
Responsibilities and Duties
Key Accountabilities:
- Answer calls from phone queue
- Action emails from the Service Desk Inbox
- Create Incident IMAC and Service Request tickets and categorize them within the Call Management Tool
- Reassign tickets to appropriate team and resources as required
- Escalate any issue as per established scripts if the incident severity changes
- Document realtime activity in ticketing system
- Coordinate site visits with local and remote technicians
- Manage technician workloads
- Provide customers with realtime updates regarding their tickets
- Possibility for shift rotation coverage between 8.00 AM EST 8.00 PM EST
Essential Functions:
- Participates in daytoday operations of the Service Desk assisting callers and performing excellent Customer Service. These functions include:
- First point of contact for Incident Service Requests and IMAC related activity
- Create and Categorize Incidents IMAC and Service Requests
- Capture specific Script based information in Ticket
- Determine Severity based on Support Scripts
- Followup calls and contact to clients as required
Qualifications and Skills
Prerequisite Qualifications
- Minimum requirement A N or another recognized certification
- Strong communication documentation organization and problemsolving skills
- Effective resource (time) management
- General knowledge of IT services and processes support
Preferred Qualifications
- Bilingualism is an add on advantage.
- Preference will be given to candidates that have experience in the following:
- Additional certifications such as MCP
- Previous Customer Service experience
- Previous Call Centre experience
- ITIL foundations certified
Core Competencies
- Service Desk/Call Center best practices (basic ITIL processes)
- Incident Management Service Request Management Problem management Asset Management
Coreio Inc. is committed to building a diverse workforce representative of the communities we serve. We are proud to be in compliance with 2005and theIntegrated Accessibility Standards Regulation. TheAccessibility 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 uponrequests 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.
Other details
- Pay TypeSalary
Required Experience:
Unclear Seniority
Employment Type
Full-Time
Key Skills
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