Help Desk Agent

About Us: Sonepar Canada is an independent family-owned company with global market leadership in the business-to-business distribution of electrical, industrial and safety products and related solutions. In Canada, we are represented by 6 locally managed electrical and industrial distributors and have over 100+ locations with coverage in 9 provinces. We are a proud member of the Sonepar Group, the world's largest privately-held electrical distributor. The Sonepar Group is present in more than 40 countries with over 45,000 employees.  To explore and learn more about Sonepar opportunities, please visit www.career.sonepar.com What’s In It For You? You will be joining a market leader with over 40 years of experience to help you elevate your potential. You will be working for the world's #1 privately held business to business distributor of electrical products and related solutions. A chance to get involved in the forever growing electrical industry. We house the largest inventory to better service our customers and deliver on sales commitments. An opportunity for career development across many business departments within our organization. Position Scope: Sonepar IT Help Desk associates provide quality IT support via phone, email, virtual meeting, and after-hours mobile phone. The position is 80% in the office from Monday to Friday with 1 day of working from except for 1 week per month at 100% working from the office. The service includes but is not limited to: taking initial requests by phone or email, troubleshooting, and managing hardware, software, internal ERP/WMS, or relatively simple network issues. All help desk associates need excellent problem-solving, communication and interpersonal skills, as well as patience, a friendly attitude and the ability to work in a team environment. In addition, the help desk associate must have a solid technical understanding of the technology, including the various supported hardware, software, and network systems.   Responsibilities: General Support and Tasks: Sonepar IT Helpdesk Agent is responsible for providing software/technical support and assistance. They interact with customers over the phone or in person to resolve computer issues related to software and hardware issues. Troubleshoot customer issues: IT help desk agents also resolve issues that customers encounter on technical solutions used by the company that require guidance. They provide reliable and quality customer service to the caller associate. Ticket documentation: The IT help desk must thoroughly document the real-time actions taken to execute service/incident related tickets with a high level of detail and clarity. Documentation: The IT Help Desk Agent must thoroughly document/update existing procedures related to the support area covered by the Sonepar Help Desk team. After Hours Support: Sonepar Support operates 24 hours a day, 365 days a week. After-hours support is provided by…