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Home / Remote Technical Service Desk Agent

Remote Technical Service Desk Agent

  • Full Time
  • Anywhere

Pathway Communications

Job Title: Service Desk Representative
Location: Remote
Job Type: Part-Time / Full-time

Summary:

The Service Desk Representative provides front-line support for technical issues, ensuring swift resolution and excellent customer service. The role involves troubleshooting hardware, software, and network-related problems, maintaining ticketing systems, and escalating complex issues when necessary. This position requires strong technical expertise, communication skills, and a proactive approach to problem-solving.

Scope of work

Technicalsupportofequipment,systemsandapplications,suchas:

  • Microsoftdesktop andserveroperating systems;
  • Desktop applications; email and browsers; printers, fax, VPN clients;
  • Sitecommunicationandconnectivityequipmentsuchasrouters;

Duties

  • Serving as the first point of contact for users seeking technical assistance over the phone or email
  • Performing troubleshooting through diagnostic techniques and pertinent questions, paying particular attention to customer satisfaction.
  • Fulfill service requests for assets and services (part replacements, on-site repairs).
  • Use prescribed SOPs, scripts and tools to troubleshoot and resolve hardware, software, applications and services problems.
  • 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.

Qualifications and Skills

Education: Diploma or degree in Computer Science, Information Technology, or related field.

Experience:

  • 2-4 years of experience in technical support or IT service desk roles.
  • Hands-on experience with troubleshooting Windows/MacOS, MS Office Suite, and networking issues.

Technical Skills:

  • Knowledge of Active Directory, VPNs, remote desktop tools, and ticketing systems (e.g., ServiceNow, Jira).
  • Basic understanding of ITIL practices is preferred.
  • Use of ITSMs (ticketing systems like ServiceNow or Remedy)

Soft Skills:

  • Excellentcommunicationandinterpersonalskills.
  • Strong analytical and problem-solving abilities.
  • Ability to work independently and as part of a team.
  • Fluent in English with native-level proficiency

Work Conditions

  • Must be willing to work in variable, rotating shifts including evenings, weekends, and public holidays.
  • CPICclearanceandstrictadherencetoPCIstandards
  • Physical ability to lift and carry equipment weighing up to 20kg.

Key Performance Indicators (KPIs)

  • FirstCallResolutionRate.
  • AverageTimetoResolveTickets.
  • CustomerSatisfactionScores(CSAT).
  • SLA Compliance Rates.

Originally posted on Himalayas

To apply for this job please visit himalayas.app.

Working in Canada

Canada is a country in North America. Its ten provinces and three territories extend from the Atlantic Ocean to the Pacific Ocean and northward into the Arctic Ocean, making it the second-largest country by total area, with the longest coastline of any country. Its border with the United States is the longest international land border. The country is characterized by a wide range of both meteorologic and geological regions. With a population of over 41 million, it has widely varying population densities, with the majority residing in its urban areas and large areas being sparsely populated. It

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