Job Description

Pathway Communications, a leader in Managed IT and Technical Service Desk solutions, is seeking highly competent and experienced English Technical Service Desk Representatives to join its growing team in Markham. As a Service Desk Representative, you will join a close-knit, specialty unit which provides 24/7 technical support to our clients end-users.

Our Service Desk Representatives consistently deliver high-quality, first-level technical support to end users via voice, email, chat and the use of remote access software. They meet all quality SLAs such as first-call resolution, handle time and documentation.
If you want a role which will equip you with the knowledge and skills to take on greater responsibilities and if you enjoy working in an engaging and rewarding work environment, contact us today.
Pathway offers industry-leading compensation and outstanding opportunities for growth and learning.

Scope of work
Technical support of equipment, systems and applications, such as:

• Microsoft desktop and server operating systems;
• Desktop applications; email and browsers; printers, fax, VPN clients;
• Site communication and connectivity equipment such as routers;

Pathway will provide extensive training on specialty equipment and applications.

Duties
Inbound technical support duties:

• Fulfill service requests for assets and services (part replacements, on-site repairs).
• Use prescribed SOPs, scripts and tools to troubleshoot and resolve problems with hardware, software, applications and services.
• Dispatch Field Technicians and follow-up on field and site related issues.
• Document and update all interactions in a state-of-the-art ITSM
• Escalate incidents and problems to Level 2 teams (and vendors) if/as required.
• Meet all performance standards for quality, work volume and productivity.
• Provide technical assistance, guidance, and support to end-users experiencing issues with applications, services, or equipment.
• Diagnose and resolve technical problems and challenges reported by staff, often over the phone, via email, or through online chat.
• Log and manage support requests or service tickets, track the progress of customer issues, and ensure timely resolution.

Requirements
Education and training
A degree or diploma in IT and extensive hands-on technical call center experience would be an advantage.
Knowledge, experience

• Three years past experience in a technology contact center or IT service desk;
• Hands on level 1 trouble shooting of MS and MacOS operating systems, desktop applications and devices;
• Use of ITSMs (ticketing systems)

Skills

• Able to follow and use scripts and prescribed operating procedures.
• Excellent customer service, oral and written communications skills
• Analytical and problem-solving skills to deal with technical problems.

Other

• Must be willing to work in variable, rotating shifts including evenings, weekends and public holidays.
• CPIC clearance and strict adherence to PCI standards

How to apply
Apply with your resume, with details of relevant education, and certifications.
The Pathway Group is an equal opportunity employer and is committed to providing equal treatment to all persons without discrimination on account of race, ancestry, place of origin, citizenship, creed, sex, sexual orientation, age, marital status, family status, disability, color or ethnic origin.
We thank all applicants for their interest and will contact those selected for an interview. We are not accepting calls from recruiters or recruitment firms.

Job Type: Full-time

Location: On-site in Markham

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Pathway Communications