Service Desk Administrator

PEO CANADA

Overview

PEO Canada is partnering with our client, a leader in providing technology solutions to mid-market enterprises, in hiring a Service Desk Administrator for their Mississauga office. This is a customer-focused role in which the SD Admin will be expected to handle and help resolve customer issues through phone and email. The successful candidate will play a crucial role in client support operations, providing technical assistance and support to a diverse portfolio of clients. As an SD Admin, you are essential to providing a “white-glove” level of support to customers.

Specific Skills

• Strong interpersonal and communication skills with a customer-oriented approach. • Strong computer skills specifically with email, web browser and ticketing systems. • Ability to work independently without supervision. • Bachelor’s degree in Information Technology, Computer Science, or a related field preferred but not required.

Previous experience in a similar technical support role, preferably in a Managed Services Provider (MSP) environment.
3+ years’ experience in an IT position or support environment.

We appreciate all interested candidates taking the time to apply. However, only those potentially suitable for the position will be contacted.

Responsibilities

• Handle incoming phone calls, gather information, create tickets in ticketing system and escalate/assign as necessary. • Handle service requests and incidents through to resolution, maintaining accurate records and documentation throughout the process. • Communicate effectively with clients to understand their IT concerns, provide status updates, and ensure customer satisfaction. • Responding to monitoring and security alerts according to standard processes. • Escalate issues and partner with Engineering team for network & system infrastructure support • Update and create internal articles and/or documentation. • Work within required SLAs for the business and provide regular and frequent status updates