We are seeking a dedicated and customer-focused IT Service Desk Agent to join our dynamic IT team in Stratford, PEI. The ideal candidate will be responsible for providing first-level technical support to internal and external users, resolving IT-related issues, and ensuring a high level of customer satisfaction.

Preferred Skills:

• Experience with ServiceNow.
• Familiarity with ITIL processes.
• Certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or similar

YOUR FUTURE DUTIES AND RESPONSIBILITIES

• Serve as the first point of contact for users seeking technical assistance via phone, email, or chat.
• Diagnose and resolve technical hardware and software issues.
• Provide timely and accurate feedback to users.
• Follow up with users to ensure issues are fully resolved.
• Maintain detailed records of user issues and resolutions in ServiceNow ITSM.
• Escalate unresolved issues to the next level of support as needed.
• Contribute to the development of user guides and documentation.

REQUIRED QUALIFICATIONS TO BE SUCCESSFUL IN THIS ROLE

• High school diploma or equivalent; a degree in Information Technology or related field is a plus.
• Proven experience as a help desk technician or other customer support role.
• Tech-savvy with good understanding of computer systems, mobile devices, and other tech products.
• Ability to diagnose and resolve basic technical issues.
• Excellent communication skills.
• Customer-oriented and empathetic.
• Ability to work independently and as part of a team.

Preferred Skills:

• Experience with ServiceNow.
• Familiarity with ITIL processes.
• Certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or similar.

Working Conditions:

• Full-time position.
• 10 hour days, four days per week.
• May require occasional evening or weekend work.

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