Job Description

Service Desk Agent I

Level 1 support, candidates needs to be fully bilingual in English/French.

Provide a single point of contact for users, dealing with regular and new incidents. All level 1 calls will be handled by this individual.

Key Requirements:

Service Level

  • Is familiar with the key components of the service(s) being supported.
  • Provides a single point of contact for all users of the service.
  • Ensures that a continuously high level of customer satisfaction is achieved.
  • Receives calls at the Service Desk and undertakes dialogue with the user, ensuring standard Service Desk scripts are followed.
  • Ensures that contingency plans are understood and followed in the event that the Service Desk tool is unavailable.
  • Provides users with status reports on existing Incidents, ensuring the Incident record is updated accordingly.


Data Handling:

  • Records Incidents/Changes/Service Requests within the Incident Management tool and assigns to the appropriate Resolver.
  • Ensures new Incident records are opened for all & legitimate Incidents.
  • Ensures that users do not have multiple Incident records open for the same issue.
  • Ensures correct contact details are recorded on all Incidents.
  • Captures accurate descriptions of all new Incidents/Changes/Service Requests, classifies them correctly and applies the appropriate classification codes.


Contact Details

Interested in this role? Please send your resumes to [email protected]