IT Helpdesk Support

IT Support

Summary / Objective: 

We are Customer and Employee Obsessed. Customer Service Representatives are leaders who consistently Insist on the highest standards and display ownership by developing the best. They accomplish results by providing great experiences to our customers, always following the stated policies and procedures. 

To be a successful help desk technician, you should be well-versed in all aspects of computer systems configuration, set up, and maintenance. You should also have excellent interpersonal and communication skills.

Essential Functions: 

Help Desk Technician responsibilities include but are not limited by the ones described as follows.

• Responding to queries on the phone, via email, in person, or through remote access.
• Offering technical assistance on the delivery, configuration, set up, maintenance, and troubleshooting of computer systems, hardware, and software.
• Training computer users.
• Training other staff on troubleshooting and diagnosing problems.
• Gaining feedback from customers to improve training methods.
• Writing and editing training manuals.
• Running reports and analyzing common complaints and problems.

Competencies:

• Accountability
• Adaptability
• Communication
• Inclusiveness
• Customer focus
• Technology orientation
• Positive Attitude

Qualifications: 

• Customer service mentality with a positive attitude!
• Degree in Information Technology or related field.
• Proven work experience at least 1 year BPO Experience or 1 year client facing high demand customer service role or similar role.
• A strong working knowledge of computer systems, hardware, and software.
• Good problem-solving, analytical, and team-working skills.
• Excellent communication and interpersonal skills.
• An openness to learning new technologies.
• A working knowledge of employment law and legislation.
• Knowledge of organizational effectiveness and operations management
• Leadership ability
• Outstanding organizational skills
• Excellent English skills
• Demonstrated Critical Thinking ability, conversational & persuasive.
• Strong attention to detail skills
• Possess the ability to multi-task and think on your feet to provide sound, quick solutions.
• A solid understanding of the key principles of employment law
• The ability to remain calm in stressful situations including during disciplinary hearings or staff conflicts
• Solid ethics and morals and sound judgement
• Must have copies & originals of your qualifications, TRN, NIS and ID
• Must be able to train and / or work onsite.
• Candidates MUST HAVE A BANK ACCOUNT WITH SCOTIABANK
• Must be flexible to work ANY Full-Time Shift including weekends and holidays
• Ability to deal with stress & work pressure in fast-paced environment.
• must be flexible to work any 8 hours shift within 24 hours, any 5 days of the week.

Work Environment:  

This job operates in a professional office environment. This role routinely uses standard office equipment such as computer, headsets. 

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  

• The employee is regularly required to talk or hear, the employee is frequently required to stand, walk, use hand to finger, handle and reach with hands and arms. 

Position hours / Expected hours to work: 

• This is a full-time position. must be flexible to work any 8 hours shift within 24 hours, any 5 days of the week. and open to changes as needed by client requirement, with the understanding that you behold a critical position that operates 24/7 and your attention may be needed at any given time.

Travel: 

Regular Travel may apply

Disclaimer: 

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification, its not designed to contain or to be interpreted as comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. Employer reserves the right to modify this job description, including by adding, removing and altering job duties.