• Responsible for supporting customers at all levels of the corporation in diagnosing and resolving simple-to-moderate technical hardware and software issues
• Customer advocate who initiates actions or processes to prevent problems and issues before they negatively impact the customer
• Ensures customers receive prompt, courteous, and efficient attention to all their service needs
• Performs software and hardware troubleshooting activities where analysis of situations or data requires evaluation of various factors
• Proactive in engaging other IT resources to ensure speedy resolution of escalated issues or requests
• Collaborates effectively and maintains good working relationships with others to achieve business objectives and team harmony
• Assume the role of communication facilitator during significant service disruptions/outages
• Creates knowledgebase articles for future use within knowledge base tool or self-service portal
• Provides an accurate and complete description of incidents, inquiries, and service requests in a service management ticket
• Ability to work professionally with other office personnel in person and by telephone in sometimes stressful situations
• Accurately document ticket resolution ensuring all relevant and pertinent artifacts and technical procedures are captured
• Effectively utilizes service desk applications, knowledge base, and tools to respond to user requests in a timely and efficient manner to drive a high percentage of first contact resolution
• Deploy hardware image to desktops, laptops, and mobile devices via deployment management system
• When required, correctly assigns all tickets to the appropriate next service tier with a high degree of accuracy
• Appropriately escalates problems and service requests according to established procedures
• Performs all active directory administration responsibilities allowed by the Service Desk
• Maintain 100% compliance with all corporate directives and SOX controls
• Performs all other duties as assigned

Competencies:

• 1-year minimum experience in a call center environment
• Working knowledge of Windows 10 and Microsoft Office Suite
• Excellent written and verbal communication skills are required 
• Excellent customer service skills are required

Preferred Skills

• The ideal candidate has a 2-year technical degree or equivalent experience

Ritchie Bros. is an equal opportunity employer and ensures nondiscrimination in all activities in accordance with all applicable laws. This position is open to all qualified applicants who are legally entitled to work in the country in which this job is located. Candidate selection is made by Talent Acquisition. Only electronic applications can be accepted.