IT Help Desk Agent We are currently seeking a Help Desk Agent that can work with customers and fellow team members in a fast paced environment. Experience with JIRA helpdesk software and receiving technical service requests from customers is important. This is a full time contract position that could lead to a permanent position.
Receive and triage technical support calls from customers
Assign calls to Support Reps taking workload and schedules into consideration
Manage JIRA software including updates, changes in configuration, test environment
Escalates issues that cannot be resolved to next level support and or management.
Follow up and interact with support reps regarding incident resolution and reporting
Update customer records including contacts, SLA and system configuration
Prepare month end reports including: number of incidents logged, open incidents, closed incidents, incidents to vendors and billable incidents
Proven organizational ability - must possess time management skills, be flexible and enjoy a fast-paced environment.
Post secondary school education technology related field
Knowledge and in-depth experience with Microsoft Office
Excellent customer service ability and experience dealing effectively with customer concerns
Excellent Client-facing skills and internal communication
Above average written and verbal communication skills
Above average interpersonal skills
Proven organizational ability - must possess time management skills, be flexible and enjoy a fast-paced environment
We offer a competitive compensation and benefits package. If you are interested in becoming a member of our support team, please email your resume to firstname.lastname@example.org.