This is a Position of Trust and a satisfactory Criminal Record Check is required.
This employment opportunity is open to all applicants.
Reporting to the Call Center Supervisor, the Call Center Agent is one of the initial contact persons in the Call Center and is a subject matter specialist in Information Technology (IT) products, systems and services. The Call Center Agent receives IT requests via telephone and email and relay resolutions to Government of Nunavut (GN) clients as directed by the Call Center Supervisor. The Agent interprets the clients request and determines the best course of action in order to promote the fastest resolution and refers the work order based on their analysis to the proper supporting team.
Call Center Agents are solely responsible for handling all work orders for new account creations, request for information on IT services, guidelines and procedures. They also contribute to desktop and network data integrity by administering security group permissions and expiring access through the use of Active Directory. Call Center Agents also contribute to desktop/network data security and integrity by recognizing the departmental authority making a request for access to data and information.
The knowledge, skills, and abilities required for this job are usually obtained through a recognized Diploma in Informatics Technology[MD1] or a related field and one (1) year of experience in an informatics technical support organization of comparable size and complexity of the GN. ITIL Certification and A+ Certification will be considered as assets. If you do not have, A+ Certification will be required to within the first year of incumbency.
The Official Languages of Nunavut are Inuktitut, Inuinnaqtun, English and French. Fluency in Inuktitut, Inuinnaqtun or French is an asset. Knowledge of Inuit language, communities, culture, land and Inuit Qaujimajatuqangit is an asset.
Equivalencies that consist of an acceptable combination of education and experience may be considered.
An eligibility list may be created to fill future vacancies.