Service Desk Agent
IPS Canada
Ottawa, ON
Infosys Public Services is the leader in consulting, technology, and next-generation services. We partner with US and Canadian public sector organizations to help them stay ahead of the innovation curve. Our technology solutions, combined with proven best-practices and execution excellence enable our clients to renew themselves and build new capabilities to improve mission outcomes.

We are pushing the limit of what is currently possible – towards completely new areas. And then executing these ideas to perfection. We are currently seeking a Service desk agent for Ottawa, ON Canada.

The roles and responsibilities of the Service desk agent are:
Required Skills:
Primary responsibility is user support and customer service. Being present and available to clients requiring technical assistance for SaaS (Software-As-A-Service) based applications
Utilize ITIL based standard operating procedures, Knowledge Articles, and training material to provide exceptional customer service and issue resolution for end-users and customers
Participate and drive Major Incident Management calls as needed; own and drive Change/ Problem Management processes
Assist with managing the IVR/ call tree, update call recordings, manage call/ chat queues as needed
Monitor ticket queues and ensure incident/ service request SLAs are met as per contractual commitments
Assist with end-user or client escalations during business hours and after hours as needed. Be open for 24x7 shift including weekends on a rotational basis
Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible
Keep Users regularly updated with Alerts advising of any new or changed information
Excellent customer management and service skills; interpersonal skills; analytical and problem solving skills
Excellent written, oral and verbal communication skills in English and French (native level) mandatory
Be available for on-call support including but not limited to driving into the office as required

Required years of experience, training, technical skills, and other requirements for job performance:

Experience: 0-2 years of IT Technical Service Desk experience; preferably supporting SaaS applications.
Educational Qualifications: Degree in non-engineering; B.Sc., Bcom, BA / Technical Diploma or Bachelors
Security Clearance: Security Clearance (Enhanced Reliability Status) from Government of Canada or the candidate should be a resident of Canada for 5 continuous years.

Infosys is committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity. We are committed to meeting the needs of persons with disabilities in a timely manner, and will do so by identifying, removing and preventing barriers to accessibility and meeting accessibility standards in accordance with the AODA.

Infosys will provide accommodations for persons with disabilities throughout the recruitment process, upon request. If an applicant requests an accommodation, Infosys will consult with the applicant and provide, or arrange for the provision of, a suitable accommodation in a manner that takes into account the applicant’s accessibility needs due to disability.

Infosys Public Services Canada follows Equal Opportunity Guidelines.