Kelly Services Help Desk Support in London, Canada

Job Title: Help Desk Support

Duration: 2 year contract with a strong probability of permanent conversion

Hours: This is a 24/7/365 call centre – candidates will be expected to work rotational morning, evening and overnight shifts

Pay Rate: $17.50/hr (Evening shift premium: $18.60/hr, Overnight shift premium $19.10/hr)

Locations: London, ON, N6A 5B5

Our business operates 7/24/365 in a team oriented environment with over 100 front line support representatives across five sites. Working in collaboration with support teams, the business relies on Service Desk employees vast expertise of technical and application related knowledge to deliver excellent customer service and 85% first call problem resolution.

Team members will receive in-depth classroom training and shadowing and are measured using a performance scorecard approach which highlights productivity, customer interaction, first contact resolution, support proficiency and ticketing quality.

Responsibilities:

  • Respond to a variety of inbound customer calls/emails

  • Ensure accurate and detailed problem documentation/ticketing

  • Provide timely escalation and follow-up with support groups and customers

  • Identify and escalate wide-impact or potential wide-impact outages

  • Identify trends and opportunities for improvement as well as provide ongoing feedback

  • Build ongoing support proficiency for other skills and applications

Qualifications:

  • Excellent written and oral communication skills.

  • Ability to work flexible schedules; based on coverage business needs (which are subject to change), we typically offer weekly rotations including early evening shifts, day shifts and week-end shifts; when we don’t have volunteers, we may require team members to cover overnight shifts as well; candidates with more shift flexibility and who meet our hiring criteria will be considered first.

  • Above average computing and navigational skills

  • Exceptional customer service skills

  • Experience with ticketing systems is an asset

  • A team player who collaborates effectively with peers and other teams

  • University Degree or a College degree/diploma is considered an asset

  • Knowledge of Microsoft Office 2010 (Word, Excel, OneNote and PowerPoint)

Technical/Troubleshooting ability:

A technical support background or related education including experience with some or all of the following: Windows 7/10, IE8/11,Edge/Chrome/Firefox/Safari, VOIP, Active Directory, Citrix/Remote Access, Blackberry, BYOD, AirWatch, All Microsoft office products - Access, OCS Group chat, Lync, SCCM, variety of telephony devices and a good understanding of networking and wifi support.

Experience with iPad, Tablets, Playbook, Smartphone and Android devices

MUST HAVES:

  • Team Player

  • Excellent communication skills (phone etiquette)

  • Call centre experience

  • Customer Service Skills

  • Tech Savvy

  • Comfortable/Flexible to work in a 7/24/365 work environment

Interested? Click on the “Apply” button! Your resumé will be forwarded in confidence to a Kelly consultant and you will be contacted. We will not share your personal information with our clients without your prior permission.

Not the right opportunity for you? You can create a profile on our Kelly Career Network to be considered for other positions.

About Us

Kelly Services believes in relationships, not transactions. That’s why we’re committed to successfully matching job seekers with the best employers across Canada and around the world. We fill positions from entry level to management, on a temporary or permanent basis. Whether your specialty is science, IT, finance, engineering, marketing, manufacturing, contact centre or business administration, we’ll work with you to understand your likes, dislikes, goals and ambitions, and present you with opportunities that meet your needs. See what we have to offer.

Looking for more? Sign up for our Career Tips Newsletter to receive helpful tips and tricks monthly, connect with us on Facebook, LinkedIn & Twitter, or visit kellyservices.ca.

Kelly Services (Canada) Ltd., is committed to providing accommodations for people with disabilities in all parts of the hiring process as required under its Employment Accommodation Policy. Kelly will work with applicants to meet accommodation needs that are made known to Kelly in advance