HELP DESK COORDINATOR

To apply for this position, click here

Key Areas of Responsibility

  • Managing incoming ticket flow and assigning them to the appropriate team groups and members
  • Following up with the technical team to ensure that tickets are being resolved within defined timelines
  • Managing the escalation process and to ensure that tickets are actioned within defined timelines
  • Assisting with Field team scheduling and ticket assignment
  • Facilitating ticket transfer between departments, while ensuring that as a result tickets are not left unactioned
  • Ensuring that tickets have been responded to and that work has been scheduled
  • Performing other duties and tasks as required

SKILLS & KNOWLEDGE REQUIREMENTS

We’re flexible but these are a must:

  • Excellent organizational skills and ability to motivate others
  • Highly proficient with various office applications such as Word and Excel and SaaS tools
  • Previous experience using a ticketing system (e.g. Connectwise) would be an asset
  • Highly comfortable in interacting with others, of varying personalities, face-to-face, through chat and on the phone
  • Adaptable and open to constant priority changes 
  • Calm and collected disposition because there will be pressure and difficult situations 
  • Combination of education and certifications
  • Diploma or Bachelor Degree
  • Experience or training related to IT certifications is an asset
  • Be available to take on shifts between the duration of Mon-Fri, 8am-9pm

If this sounds like you, click here to apply. 


Please note, you must be eligible to work in Canada to be considered for this role and priority will be given to local applicants. We thank everyone for their interest, however only successful applicants will be contacted. 

No recruiters and no phone calls please!