IT Help Desk Agent

  • Lanier Healthcare Canada
  • 36 980 Adelaide St S, London, ON, Canada
  • Aug 14, 2020
Any Technical Support

Job Description

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. 

Responsibilities:
  • 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.
 Qualifications:
  • Post secondary school education technology related field
  • PC troubleshooting
  • 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 rschryvers@lhcc.ca.