Remote Technical Service Desk Agent
Pathway Communications
Full-time
Remote
Remote Developer and Engineering
Job Title: Service Desk Representative
Location: Remote
Job Type: Part-Time / Full-time
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
Technical support of equipment, systems and applications, such as:- Microsoft desktop and server operating systems;
- Desktop applications; email and browsers; printers, fax, VPN clients;
- Site communication and connectivity equipment such as routers;
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:
- Excellent communication and interpersonal skills.
- 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.
- CPIC clearance and strict adherence to PCI standards
- Physical ability to lift and carry equipment weighing up to 20kg.
Key Performance Indicators (KPIs)
- First Call Resolution Rate.
- Average Time to Resolve Tickets.
- Customer Satisfaction Scores (CSAT).
- SLA Compliance Rates.