(WFH) Service Desk Technician at Bell Integration – Driving Digital Transformation Job ID- 842 Job ID- 3060

Overview:

You will be responsible for carrying out first line technical support activities to provide a proactive and reactive support service to achieve customer satisfaction as for the client and will work on a 24x7x365 rotating shift basis.

S1 – 8am – 5pm EST, Monday – Friday shift

Utilise customer provided tools to handle inbound contact from end users (phone, email, chat), document troubleshooting, resolve the issue or escalate to second line teams within the required timescales to achieve SLA targets
Carry out initial triage of the incident utilising troubleshooting skills and use the Knowledge Base to determine the appropriate action to achieve a timely resolution
Manage your pending tickets ensuring these have been updated/resolved as per agreed procedures

Understand and respond to feedback from ticket quality reviews
Monitor announcements to ensure you have the latest information regarding outages and procedure updates
Work to defined shift patterns including lunch times and break times. Understand and follow the procedures for notifying absence and requesting holiday
Complete mandatory training as required

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Previous experience working in a 1st Line IT support environment
Experience working with ticketing systems, in particular ServiceNow, and communications solutions such as Jabber and other Chat software
Experience working in a Contact Centre
Experience adhering and working towards agreed SLAs and KPIs
Exposure using and troubleshooting Outlook, Microsoft Teams, Jabber, Citrix, VPN, Webex, Virtual desktop and general end user support skills