Back to Remote jobs >
Customer Service
Service Desk Specialist
@Kastech Canada Inc
[Hiring] Service Desk Specialist @Kastech Canada Inc
Mar 18, 2025 - Kastech Canada Inc is hiring a remote Service Desk Specialist. 💸 Salary: unspecified. 📍Location: Latin America (LATAM).
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.
Role Description
This role involves providing hardware, software, and network problem diagnosis and resolution via telephone, email, and chat for customers' end users.
- Route problems to internal 2nd and 3rd level IT support staff.
- Coordinate and manage relationships with vendors and support staff that provide hardware, software, and network problem resolution.
- Administer and provide user account provisioning.
- Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumventions.
- Respond to telephone calls, email, instant messages, and assigned tickets from users; assign work orders/incidents to appropriate support teams and follow up until closure.
- Diagnose problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps.
- Provide level 1 remote desktop support and perform other activities based on SOPs.
- Perform user account management activities.
- Escalate complex problems to appropriate support specialists.
- Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications).
- Troubleshoot client software and basic network connectivity problems.
- Identify, evaluate, and prioritize customer problems and complaints.
- May train users and operators on a limited basis and/or may write training procedures.
- Participate in ongoing training and departmental development.
- Routine maintenance updates with other IT staff and business units.
- Provide all required documentation including standards, configurations, and diagrams.
- Provide knowledge transfer of EUC operations.
- Ensure to follow and maintain all defined applicable service levels.
- Contribute to the update/usage of Knowledge Articles.
Qualifications
- Phone support experience necessary.
- Technical helpdesk or technical call center experience is necessary.
- Disciplined, systematic problem-solving skills required.
- Hands-on work experience with the following:
- Windows Operating systems
- Clients: Windows 10. Knowledge on MAC (Good to have)
- Experience and knowledge of supporting Google Suite like Gdrive, Gmeet, Gmail, etc.
- ITSM ticketing tools such as Remedy, HP Service Center, Service Now
- User account creation for Active Directory, Exchange Mailboxes, Distribution lists
- Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
- Knowledge of Clinical apps like Cerner, All Scripts, "eHR"
- Internet browsers (e.g., Explorer, Chrome, Firefox)
- VPN and remote dial-in users
- Support for laptops, desktops, and printers
- Smartphone Support - iPhone and Android
- Others: Adobe Acrobat and other common desktop applications like Winzip, etc.
Soft Skills
- Can fluently communicate, read, and write in English to a minimum standard of C1 (Effective operational proficiency or advanced) based on Common European Framework of Reference for Languages.
- Excellent communication and conversation skills (Verbal and Written).
- Good documentation skills.
- Great customer handling skills.
- Able to handle unforeseen situations.
- High level of acceptance.
- Drive and determination.
Responsibilities
- Provide support for on-call escalations and perform root cause analysis of given issues.
- Independently resolve tickets within agreed SLA of ticket volume and time.
- Adhere to quality standards, regulatory requirements, and company policies.
- Work on value-adding activities such as Knowledge base update & management, training freshers, coaching analysts.
- Ensure positive customer experience and CSAT through First Call Resolution.
Similar Remote Jobs
More jobs at Kastech Canada Inc
-
All others unspecified CanadaMar 25, 2025
-
All others competitive, based on experience BrazilMar 25, 2025
-
Software Development unspecified CanadaMar 21, 2025
More Customer Service jobs
-
Customer Service $17.00 to $20.00 per hour USAApr 01, 2025
-
Customer Service $18.00 per hour USAApr 01, 2025
More jobs in Latin America (LATAM)
-
Sales / Business unspecified Americas, Latin America (LATAM), USAApr 01, 2025
-
Software Development salary in usd Latin America (LATAM), USAApr 01, 2025
-
Marketing unspecified Latin America (LATAM), Europe, USA +3 moreApr 01, 2025
Kickstart Your Job Search
Need advice to apply?
Join our free
Webinar « 3
Mistakes to Avoid When Looking For A Remote Startup Job (And What To Do Instead) »
Register for free
Unlock 54,567 additional remote jobs, advanced search & email notifications
Get Access Now
Too many emails? Declutter your inbox with Meco
Your home for reading newsletters
Try for free - no card required.
️
| 📍 | Be aware of the location restriction for this remote position: Latin America (LATAM) |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Customer Service
Customer Service
|
Salary
💸
unspecified
|
Remote
Location
Latin America (LATAM)
|
|
Job Type
contract
|
Posted
Mar 18, 2025
|
️
| 📍 | Be aware of the location restriction for this remote position: Latin America (LATAM) |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
