Call Center Agent
Department of Community & Government Services
The Call Centre Agent is a member of the Government of Nunavut (GN) Services Desk team located in Iqaluit, reporting directly to the Call Centre Support Supervisor. The primary duties are to receive record, refer and report on all request made to the Call Centre for IT support, services, and information. This includes new user account creation, expiring accounts for exiting employees, security group administration, call classification, as well as prioritization. Along with these duties, Call Centre Agents are responsible for early recognition of major systems failures, and reporting those failures to the proper supporting groups for resolution. Responsibilities also include phone name display changes; voice mail password reset, work orders, documenting the requests, assigning the work order to the proper supporting group, and tracking all call Centre incidents.
The incumbent must have a minimum of grade 12 along with a Diploma in Informatics technology or recent and adequate experience in an Informatics Technical Support organization of comparable size and complexity to the Government of Nunavut. Industry best-practice Information Technology Infrastructure Library (ITIL) Certification or comparable knowledge in ITIL fundamentals is also required. The Call Center Agent must also have a good understanding of service desk methodology.
Oral fluency in Inuktitut, Inuinnaqtun or French will be considered an asset. Knowledge of Inuit language, communities, culture, land and Inuit Qaujimajatuqangit is an asset. Equivalencies that consist of a combination of education, knowledge, skills and abilities to formal education and experience requirements will be considered.
This position requires an acceptable criminal record check. Possession of a criminal record will not necessarily disqualify candidates from further consideration.
This position is included in the Nunavut Employees Union and has a starting salary of $74,217 per annum, Bilingual Bonus $1,500.00 per annum, plus a Northern Allowance of $15,016.00 per annum.
REFERENCE # 14-501604 Closing Date: June 13, 2014 (Midnight EST)
SUBSIDIZED STAFF HOUSING IS AVAILABLE