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full time Incident Response Coordinator (IT Helpdesk Level I support) (Mississauga)

at Jobs in Toronto in Toronto

Bayshore Home Healthcare

Bayshore Home Healthcare is one of the country's leading providers of home and community health care services and a Canadian-owned company. Its services are purchased by government care programs, insurance companies, workers' compensation boards, health care organizations, the corporate sector and the public. The Bayshore brand extends across four business divisions: Bayshore Home Health (medical and non-medical home care and staffing services), Bayshore Specialty Rx (specialty pharmacy, infusion and pharmaceutical patient support services), Bayshore Therapy & Rehab (physiotherapy and rehabilitation services) and Bayshore Dialysis (dialysis centres). The company's goal is to enhance the quality of life, well-being, dignity and independence of Canadians of all ages. Bayshore Home Healthcare has been a recipient of Canada's 50 Best Managed Companies award since 2006.

Job Summary:

The Incident Response Coordinator, under the direction of the Manager of Technical Services, provides front line point of contact for incident response and information management (front line response of help desk). The job entails answering incoming calls from customers to create work/trouble tickets, answer inquiries and questions, and provide information.

Duties and Responsibilities:
Some duties and responsibilities include but aren't limited to
• Answering incoming inquiry calls and respond in a professional manner.
• Process work/trouble tickets
• Research required information using available resources
• Provide customers with product and service information
• Identify and escalate priority issues
• Route calls to appropriate resources
• Follow up customer calls where necessary
• System/Application account creation/deletion/change
• Assist in the daily organization of the department to maintain a high level of efficiency.
• Perform other projects or duties as assigned.

• At least one (1) year or more experience in a call centre environment
• Knowledge of customer service principles and practices
• Knowledge of call centre telephone and technology
• Proficient in relevant computer applications

• High School Diploma
• Related College Diploma is preferred

Other Information:
• Exceptional communication & interpersonal skills and ability to work independently and as part of a team
• Exceptional verbal and written communication skills, bilingualism (English/French) would be an asset
• Ability to meet deadlines

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Published at 21-09-2012
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