[Hiring] Help Desk Analyst @PCN

Role Description

PCN is seeking a Help Desk Level I Agent to support a client and the contractual service level in achievement of prompt response, high level customer service and technical first contact support. The Help Desk agent will be required to clearly articulate customer requirements and interface with a variety of the client's second level teams and third party service providers. Contacts to the Help Desk can be varied and complex requiring a high level of comprehension and interest in IT topics and interpersonal skills to assist diagnose and or resolve issues. The Help Desk Agents refer problems and issues to specialist groups when required and act as a Single Point of Contact for the customer through resolution.

Qualifications

• Inquisitive and honest attitude
• Collaborative mindset
• Ability to seek enriching experiences and challenges
• Willingness to engage in teamwork and entrepreneurism
• Desire for long-term success through available resources and tools

Requirements

• 1st Level telephone and other media contact support
• Strive for a high level of first contact resolution
• Respond to and resolve customer requests by providing fast, efficient and friendly customer service
• Accurately document calls and incidents
• Manage time and workload to meet predetermined service levels
• Maintain data accuracy in our contact management system
• Assign incidents and requests to the correct support group
• Act as a single point of contact on incidents and problems logged
• Perform appropriate diagnostics to initiate problem management workflow process
• Provide clients with a reference number for their incident/request
• Become multi-skilled as workload changes occur within the Service Centre
• Champion, implement or support change
• Identify process efficiencies within the Service Centre and take corrective action to implement change
• Must pass a successful drug screen and background check
• Must be eligible to work in the United States without sponsorship
• No relocation assistance provided

Benefits

• Competitive compensation
• Market leading benefits package
• Enrollment in Major Medical, Dental, and 401(k) savings plans
• 120 hours of PTO each year (3 weeks)
• Six (6) paid US holidays
• One (1) floating holiday