Service Desk Engineer | Shifting Schedule | WFH

4 weeks ago

Metro Manila, Philippines Satellite Office Full time

SERVICE DESK ENGINEER 

Work for our global clients and immerse in our rich and diverse company culture where you can thrive, grow and just be aweSOme Apply now and discover the Satellite Office Candidate Experience – recognized as one of BEST among BPO companies worldwide.
 

WHAT IS A SERVICE DESK ENGINEER?

Our awesome client a company based in Australia is looking for a Service Desk Engineer  to be part of their team.
 

Role Description and Responsibilities

At Virtuelle Group, we pride ourselves on being your trusted partner for all things IT. Our Service Desk is the beating heart of our customer support ecosystem. You will be responsible for providing a seamless experience for incident resolution and service requests. The Service Desk Engineer role at Virtuelle Group provides our customers with a single point of contact for all Incidents and Service Requests via the telephone, email and remote support tools.

Required Skills and Qualifications

You will report to the Service Desk Manager and at times you will be required to collaborate with the Engineering team for the resolution of escalated requests.
 

MAIN DUTIES / RESPONSIBILITIES

The job responsibilities of this Service Desk Engineer role include, but are not limited to:Provide Level 1/2 remote support for incidents and service requestsEnsure all calls/support/incidents requests are logged in the Service Desk systemRespond to customer service and incidents requests in a timely mannerInvestigate and document customer service and incidents requests clearly, conciselyRegularly update customers on the progress of outstanding service and incidents requestsProvide resolutions to customer service and incidents requests within agreed service levelsTake ownership of assigned Critical Incidents and prioritize these investigations over all other workComplete timely investigations of critical incidentsUpdate critical Incidents with all relevant details including times and conversationsPerform necessary actions to resolve critical incidentContribute to any Post Incident Reporting with additional details, learnings, improvementsEnsuring knowledge management systems and documentation are kept up to dateComplete timesheets to represent the activities performed each weekAttend and contribute to team meetings and one-one meetingsContinuously improve skills and knowledge through certificationsWork as part of the Service Desk team, and independently, to troubleshoot and provide solutions to software and hardware problemsReport to senior managers on any issue that could significantly impact the businessArrange for Vendor technical support where problems cannot be resolved in houseCommunicate to customers using terms that are clearly understood and consistent with those used by Virtuelle GroupAny other task or activity that will contribute to the successful operation of Virtuelle GroupPerform rotational shift work to cover Virtuelle support hours, 5 days per week

 

Technical Requirements  

Minimum one year of experience in an IT Service Desk environment (MSP preferred).Experience in supporting end users on Microsoft Windows-based platforms  Excellent customer service skills A demonstrated focus on customer service excellence  Excellent communication skills and telephone manner  Experience with and an understanding of remote support tools and ticketing  A drive to seek the best outcomes for the business and all customers.  Microsoft certifications highly regarded  

 

KEY RELATIONSHIPS/ENGAGEMENTS

Business executives and staff at all levelsCustomers, service providers and vendors

 

WHY Virtuelle Group?  

Virtuelle Group stands out because of our culture and core values:You will have an IMMEDIATE IMPACT  Relentless Growth - grow professionally and individually  Direct involvement in customer outcomes  Open communication with the leadership team  Data-driven organisation with tested processes Dynamic culture with team-oriented environment On-going training and development We support each other to succeed We move fast and solve quickly  We value our reputation

 

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