IT Service Desk Agent 2nd Shift

General Description BRP offers a career opportunity as a

General Description BRP offers a career opportunity as a Service Desk Agent, a customer-focused professional with strong collaboration skills, experience working with cross-functional teams, and a problem-solving, analytical mindset. The Service Desk Agent provides timely and effective technical support while ensuring ticket resolution in accordance with the IT Operations Model.

Experience And Education

• Technical diploma or bachelor's degree in Computer Science, Information Technology, or a related field.
• 3 years of experience working in a Service Desk, Deskside Support, or Technical Support environment preferred.
• English (Speaking 90%, Writing 60%, Reading 90%)

Knowledge, Skills And Certifications

• Customer-oriented approach with a commitment to maintaining a high level of customer satisfaction and service excellence.
• Excellent written and verbal communication skills with a focus on clear, professional, and empathetic interaction with users and colleagues.
• Strong time-management, organizational skills, and attention to detail, with the ability to effectively prioritize tasks and work under pressure to meet deadlines.
• Strong problem-solving and analytical skills to diagnose and resolve complex technical issues efficiently.
• Availability to work on the day shift, evening shift, and night shift.
• Good teammate, ability to work independently while contributing positively within a team environment.
• Familiarity with Service Management and ticketing tools (ServiceNow or equivalent).
• Knowledge of Windows operating systems, Microsoft 365, Google Workspace, and remote support tools.
• Punctual.

Main Tasks And Responsibilities

• Working hours are during the second shift.
• Regular end user support (Professionals).
• Provide first-line technical support to end-users through multiple communication channels, including phone, email, and chat, ensuring a high level of customer satisfaction.
• Accurately document all support interactions, incidents, and resolutions in the ticketing system to ensure clear historical tracking and knowledge transfer.
• End user equipment supports and troubleshooting (DELL [laptop, desktop, workstation], Ricoh [regular printers and MP], etc).
• Standard BRP applications deployment (Through SCCM).
• Microsoft Office Suite & Google Workspace Office Suite.
• Wireless connectivity.
• Mobile devices configuration and support (Samsung & Apple).
• Participate in knowledge management activities by creating, updating, and maintaining support documentation, procedures, and work instructions.
• Manufacturing Environment (commonly called Shop-Floor).
• Zebra printers & Scanners (preventive and corrective maintenance along with LAN configuration [Wi-Fi]).
• Software configuration (Mobisys).
• Perform basic troubleshooting of infrastructure services, networking equipment, telecommunications assets, VPN connectivity, and wireless access issues.
• Shop floor support and equipment installation.
• Shop floor apps installation (part of the configuration tool).
• Tablets installation, configuration and support.
• Schedule preventive maintenance of manufacture devices.
• Always ensure to prioritize the necessary interventions on production operations to reduce, or even proactively eliminate, downtime and loss of vehicles.
• Proactively analyze incident data to identify and address root causes of recurring technical issues to improve overall service stability.
• Receipt/validate and maintain all assets appropriately within the AM database to constantly reflect the condition of the equipment under its immediate responsibility.
• Collaborate with IT support teams and subject matter experts to ensure timely resolution of incidents and requests, escalating complex issues when required while meeting established service level targets.
• Periodically report progress and communicate or elevate any problem or risk requiring the immediate attention of the immediate supervisor. Report open tasks between shifts for IT Services continuity.
• Initiate, maintain and develop all work instructions essential to the good maintenance of the services offered.
• Participate in compliance with the QMS (Quality Management System) determined for their role in relation to the standard ISO 9001: 2015.
• Comply with safety rules according to the function.
• Comply on time with planned training related to Quality and Training.
• Identify and report any quality and compliance issues and support corrective actions.

ACKNOWLEDGING THE POWER OF DIVERSITY

BRP is dedicated to nurturing a culture