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Winnipeg, Canada Current Opportunities

Customer Service Representatives- Seasonal,Part Time and Full Time
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Help Desk Dispatcher
PRIMARY OBJECTIVE OF POSITION:
This position will provide help desk phone support for all Technology - Datacom and Telecom. The position involves performing day-to-day monitoring, maintenance and reporting tasks generated through the Help Desk line. This may include assisting with operational moves, additions and changes on systems within the Technology Department, as well as providing Tier I user support via the help desk line.

MAJOR AREAS OF PERFORMANCE:

 Receive all incoming calls to the Help Desk line.
 The accurate and timely creation of Magic Tickets, and allocation to the appropriate technology area.
 Manage response times on tickets, providing daily, weekly and monthly reporting on Magic ticket performance.
 Efficiently manage the help desk and ticket queues.
 Provide insight into structure of Magic tickets and Reporting.
 Effectively escalate Help Desk tickets as needed.
 Provide one point of contact for periodic updates of system outages
 Perform light Tier I support of hardware and software changes (passwords, name change, login id’s)
 Monitor the Backups and Backup Logs on a daily basis.
 Monitor daily routines (emails, Astute BRP functions, Astute Notifier etc.)

Duties and responsibilities may be added, deleted, or changed to meet the needs of the organization.

KNOWLEDGE AND SKILLS REQUIRED:
• Microsoft Office applications
• Organizational Skills
• Documentation and Tracking Skills
• Call Center Experience
• Basic knowledge of computer systems and ability to troubleshoot problems quickly and effectively
• Strong analytical and organizational skills
• Ability to multi-task

Non-Essential/Desirable:

• Telecommunications Experience.
• Working knowledge of Avaya Equipment.
• Computer Hardware Install & Testing experience.
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