Help Desk Specialist

Location: Montreal, QC, Canada
Date Posted: 30-01-2018
Tangentia is a Premier IBM Business Partner & was also awarded as the fastest growing IBM Business Partners for 2012, 2013 & 2014. Our Head office is in Toronto, Canada with offices in US and India as well. You can learn more at www.tangentia.com
 
Tangentia is one of the key Implementation partners with IBM and works closely with IBM services groups like GBS, GTS, and ISSW. Tangentia is authorized to sell and implement all IBM software brands across USA, Canada & India. Some of our key strengths are around  Identity & Access Management, IBM security, Sterling Commerce, Cognos, Tivoli, and WebSphere. Tangentia is also a key partner and works closely with the IBM training group.
 
We are hiring for the following positions, kindly send in your best resources.
 
Job Title: Help Desk Specialist
Job ID #: 180144
Location: 
Montreal, QC
Duration: Long-term Contract
Start Date: ASAP
Interview Type: Phone & Skype
 
Role Description
Responsibilities
  • Providing L1 / L2 support.
  • Any Ticketing Software experience is a must. (Remedy / ServiceNow Etc..)
  • Provide first level contact and convey resolutions to customer issues.
  • Properly escalate unresolved queries to the next level of support
  • Track, route and redirect problems to correct resources
  • Update customer data and produce activity reports
  • Walk customers through problem solving process
  • Follow up with customers, provide feedback and see problems through to resolution
  • Utilise excellent customer service skills and exceed customers’ expectations
  • Ensure proper recording, documentation and closure
  • Recommended procedure modifications or improvements
  • Preserve and grow your knowledge of help desk procedures, products and services
Requirements
  • Proven working experience in providing help desk support
  • Proficiency in English
  • Working knowledge of help desk software, databases and remote control
  • Strong client-facing and communication skills
  • Advanced troubleshooting and multi-tasking skills
  • Customer service orientation
  • BS degree in Information Technology, Computer Science or equivalent
 
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