Service Desk Clerk

Northwestel•Whitehorse, YT

13d•Onsite

About The Position

The Service Desk Clerk provides support to customers experiencing issues with Phone and TV services. Working in a fast-paced service desk environment, this role is responsible for receiving, logging, and responding to customer inquiries and incidents via phone and email. The successful candidate will perform first-level incident identification and troubleshooting, resolve issues when possible, and escalate cases appropriately with clear and accurate documentation.

Requirements

GRADE 12 EDUCATION
MUST BE COMPUTER LITERATE AND PROFICIENT IN MICROSOFT OFFICE, INTERNET EXPLORER, MICROSOFT EDGE, AND WINDOWS CLIENT OPERATING SYSTEMS.
MUST HAVE EXCELLENT ORAL AND WRITTEN COMMUNICATION SKILLS AND ABILITY TO CONVERT TECHNICAL TERMS INTO EVERYDAY LANGUAGE TO ENSURE UNDERSTANDING.
MUST BE ABLE TO FOLLOW PROCESS AND MANAGEMENT DIRECTIVES.
EXCELLENT ENGLISH VERBAL, WRITTEN AND COMPREHENSION COMMUNICATION SKILLS AND ABILITY TO CONVERT TECHNICAL TERMS INTO EVERYDAY LANGUAGE TO ENSURE UNDERSTANDING.
VERY DETAILED AND TEAM-ORIENTED WITH EXCELLENT CUSTOMER SERVICE, INTERPERSONAL AND PROBLEM-SOLVING SKILLS.
DEMONSTRATED ABILITY TO WORK WELL UNDER PRESSURE AND HANDLE FRUSTRATED CUSTOMERS.
ABILITY TO MULTITASK TO REPRIORITIZE TASKS QUICKLY AND DEAL WITH CONSTANT INTERRUPTIONS WHILE MAINTAINING A HIGH LEVEL OF PROFESSIONALISM.

Nice To Haves

POST-SECONDARY IT COURSES
HELPDESK CERTIFICATION TRAINING
PREVIOUS SERVICE DESK OR CALL CENTRE SUPPORT EXPERIENCE
EXPERIENCE USING A TICKETING SYSTEM

Responsibilities

RECEIVES, LOGS AND ANSWERS CUSTOMER PROBLEMS/REQUESTS/ISSUES REGARDING PHONE AND TV SUPPORT VIA PHONE OR EMAIL.
PERFORMS INITIAL 1ST LEVEL (1 LEVEL FOR PHONES, 2 LEVEL FOR TV) OF INCIDENT IDENTIFICATION FOR EXTERNAL CUSTOMERS AND ATTEMPTS TO RESOLVE WHEN APPROPRIATE; OTHERWISE, DOCUMENTS TROUBLESHOOTING EFFORTS IN TICKETS AND ASSIGNS CASE TO APPROPRIATE SUPPORT GROUP.
MANAGE ALL CUSTOMER REQUIREMENTS WITH THE DIFFERENT NORTHWESTEL PRODUCTS AND SERVICES, BY ENSURING COMPLETE CUSTOMER SATISFACTION IN RESPONSE TO -TV AND PHONE INCIDENTS.
TROUBLESHOOT CUSTOMER REPORTED INCIDENT AND INITIATE CORRECTIVE ACTION BY WALKING USER THROUGH SOLUTION. – TROUBLESHOOTING DOES NOT INCLUDE ANYTHING WITH RESPECT TO CUSTOMERS’ DESKTOP AND LAPTOP COMPUTERS OR NOTEBOOKS ETC.
USES APPROPRIATE COMMUNICATION SKILLS AND QUESTIONING TECHNIQUES TO ASSESS CUSTOMER NEEDS IN A TIMELY MANNER.
PROVIDE FOLLOW-UP CLIENT CONTACT TO ENSURE SATISFACTORY RESOLUTION OF SERVICE REQUESTS AND TO SOLICIT INPUT CONCERNING NEED FOR SUPPORT SERVICES.
COMMUNICATE OUTAGES (PLANNED OR UNPLANNED) AND SETTING UP OUTAGE MESSAGE ON OUR PHONE SYSTEM.
ENSURE QUALITY AND ACCURACY OF THE INCIDENT RECORDED PRIOR TO CLOSING THE TROUBLE TICKET.
SHIFT WORK WILL BE REQUIRED (INCLUDING WEEKENDS AND HOLIDAYS).
PARTICIPATE FULLY IN OUR ORGANIZATIONAL HEALTH AND SAFETY PROGRAMS, ADHERING TO ALL SAFE WORK PRACTICES AND PROCEDURES AND STAYING FOCUSED ON CONTINUOUS IMPROVEMENT. IN ADDITION, ENSURING ALL ACCIDENT PREVENTION PROGRAM (APP’S) TRAINING, ALL CODE OF BUSINESS CONDUCT (COBC) TRAINING, AND ALL OTHER OCCUPATIONAL HEALTH AND SAFETY (OHS) TRAINING ARE COMPLETED ON TIME.
TIMELY COMPLETION OF ALL ADMINISTRATIVE TASKS INCLUDING, BUT NOT LIMITED TO TIME REPORTING, EXPENSE REPORTING AND SUBMISSION OF CORPORATE CARD STATEMENTS.