Name and description of hiring department:

Ottawa Service Desk for Bell Business Market Mid Large Clients, Level 1 support, ticket creation and management, Incident assignment to proper internal groups and or partners.  Own the customer communication and relationship until resolution.  Ensure incidents progress within SLA’s and SLO’s escalate when necessary.

 Job Duties / Accountabilities:

• Perform surveillance and troubleshooting on customer’s network equipment
• Perform Ticket Management (including opening/closing of service tickets, keeping customer informed on status of service assurance activities until resolution)
• Manage workload with efficiency taking priorities into consideration
• Collaborate actively with different partners/suppliers
• Apply escalation procedures when necessary
• Maintain knowledge in products and services sold by Bell
• Partner with multiple internal teams in order to meet customer’s needs
• Listen, understand, analyse and respond to customer’s needs
• Perform change management including all associated responsibilities
• Demonstrate judgement and initiative 

As necessary, agree to undergo a background security check to meet a customer’s clearance requirement.

 Essential Qualifications / Skills:

• A minimum of a high school diploma is required
• Fluent in English and French
• Basic knowledge of inter-networking (LAN/MAN/WAN/VoIP)
• Basic knowledge of the following product and services: IP (IPVPN, MPLS), Broadband (T1, ATM, OE, NGCE)
• Ability to communicate clearly and concisely, both orally and in writing
• Ability to make decisions promptly and manage risks while under pressure

 Working Conditions:

This is a 24/7 operation; the candidate may be called upon to work variable schedules according to business needs (schedules within a given day are prepared by the Company with due consideration to seniority) to participate in a standby program and to work overtime as needed. Available and flexible to work days, evenings and nights, weekends, and statutory holidays when needed.