Job Details
Level 2 Service Desk Customer Service Representative
- Category: Customer Support
- Location/City: ON - Ottawa
- Job Type: Casual/Full/Part-Time
- Reports to: Manager, Service Desk
- Level 2 Service Desk Customer Service Representative
The Opportunity
2Keys Corporation is focused on designing, integrating and operating security solutions for the Public Sector, Financial Institutions and Commercial Enterprises. 2Keys has an immediate need for qualified applicants for the role of L2 Service Desk Customer Service Representative. This is an exciting opportunity to join an expanding team of IT Security professionals within a great organization that fosters growth and professional development.
Areas of Responsibilities
- First point of contact for client technical support which includes Level 1 and Level 2 triage
- Providing bilingual client support
- Answering and troubleshooting inbound client service calls that pertain to 2Keys IT Security Systems
- Providing instruction/education on using IT Security Systems
- Updating clients on system outages or systemic issues
- Analyzing client situations and escalating issues in accordance with escalation procedures
- Creating and maintaining call, change and incident records and documenting client inquiries
- Communicating with clients pertaining to change and incident activity
- Contributing to the development and review of Service Desk training material and processes
- Assist with Service Desk and operational reporting and documentation as required
- Assist with training and coaching
- Provide back-up support to the Administrative Team Lead as required
- Be responsible for all aspects of shift operations during off hours or in the absence of a Team Lead, as per business requirements, to include but not limited to:
- Monitoring Service Desk team activity and performance to ensure consistent and exceptional user support at all levels
- Monitor performance targets and service levels to ensure all Service Level Agreement (SLA) commitments are met
- Other related tasks as required: From time to time your responsibilities and hours of work may be modified to adjust to changing business requirements, and the development of new and expanded Service Desk capabilities and capacities
Qualifications
- Bilingual (English-French)
- Excellent verbal and written communication skills
- Results focused ability to coordinate and manage several priorities and initiatives concurrently
- Ability to work effectively in a team environment.
Security Clearance
Must have Reliability Status (RS) or be eligible (based in part on 5-years of continuous Canadian residency).
2Keys Corporation
http://www.2keys.ca
careers@2keys.ca
613-860-1620 voice