Service Desk Agent

  • Location: Edmonton, Alberta
  • Type: Fixed Term/Contract
  • Job #3744

Service Desk Agent (6 Month Contract)
Location: Edmonton, AB
Staffing Placement Opportunity

Not limited to but including: 

  • Provides a single point of contact for all users of the service.
  • Ensures that a continuously high level of customer satisfaction is achieved.
  • Receives calls at the Service Desk and undertakes dialogue with the user, ensuring standard Service Desk scripts are followed.
  • Ensures that contingency plans are understood and followed in the event that the Service Desk tool is unavailable. 
  • Provides users with status reports on existing Incidents, ensuring the Incident record is updated accordingly.
  • Identifies new requests that are not Incidents and manage them appropriately:
    • If the request is a Change Request (RFC), initiate the Change Management process
    • If the request is a Service Request(RfS), initiate the Standard Change / Service Request process o Monitors auto-generated incidents from event / alert monitoring, ensuring that they are correctly prioritised and action taken accordingly.
  • Contacts Resolver groups to progress Incident, Problem and Change chases initiated by the user. o Reviews resolution details and take responsibility for closure of all Incidents:
    • Contacts the user for agreement to close, ensuring the 3 strikes and out policy is employed.
    • Checks the Incident classification and reset as necessary
  • Enters Incident closure details, and mark the Incident as closed, ensuring appropriate closure codes are used. Raises Incidents to address unsuccessful Service Requests.
  • Understands and operates escalation procedures – escalates and progresses incidents as required whilst keeping the user informed.
  • Data Handling
  • Records Incidents/Changes/Service Requests within the Incident Management tool and assigns to the appropriate Resolver.
  • Ensures new Incident records are opened for all legitimate Incidents.
  • Ensures that users do not have multiple Incident records open for the same issue.
  • Ensures correct contact details are recorded on all Incidents.
  • Captures accurate descriptions of all new Incidents/Changes/Service Requests, classifies them correctly and applies the appropriate classification codes. 
  • Where an Incident has been generated by a third party or other Service Desk, ensures the external reference number has been captured.
  • Ensures Incidents which are chargeable or out of scope are flagged as such.
  • Identifies Incidents that require management through additional processes:
    • If the Incident is a Major Incident, set the MI flag and initiate the MI process
    • If the Incident is a complaint, initiate the Complaints process


Note; This opportunity is with a Microserve client.

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