L2 Service HelpDesk

2 weeks ago

Metro Manila, Philippines COFORGE BPS PHILIPPINES, INC. Full time
  • Ensure that the AHT of calls taken must be below 4 minutes
  • Mandatory experience in handling inbound IT support calls in English.
  • All Incidents & Service Request needs to be logged as per Quality standards
  • Reports to work as per the schedule adherence assigned to the analyst
  • Avoid unplanned absenteeism
  • To deliver an effective and professional service to the client.
  • Provide first level helpdesk support via telephone, e-mail and Mobile for Client. Determine problem and log calls based on impact and priority assessment.
  • Highlight desk / floor issues to the Team Manager.
  • Adhere to all call logging policies, procedures and documentation correctly.
  • Answer telephone calls within agreed internal Helpline service levels
  • Escalate to second level support when necessary, whilst maintaining ownership of the
  • call. First Call Resolutions handling
  • Coordinate with the Support Engineer and Network Administrator to resolve high level service tickets or supports items and issues.
  • Provide clients with remote support on a daily basis as well, as onsite support on an as-needed basis.
  • Install hardware and configuration of computers on an as-needed basis.
  • Document and classify all work of any kind down for clients in Connectwise ticketing system.
  • Review all ConnectWise/Lap Tech items and resolve any issues or alters that may arise on Workstations and Server categories.
  • Collect basis network hardware and software information from servers, workstations, routers, switches, printers, scanners and WAP.
  • Create a network diagram of all who are using MS Visio.
  • Maintain relevance of all client Network Documentation folders.
  • Create a preliminary Level 1 network recommendation to be presented to the SE and NA that includes but is not limited to: Work stations and Servers that must be replaced or upgraded to ĪTEGRIA’s minimum stands.
  • Submit client Network Documentation folder to SE and NA for semi-annual review.
  • Create client-specific Network Documentation folders using Network Documentation Outline.
  • Escalate to 3rd parties when necessary whilst remaining owner of the call until closure.
  • Escalate all P1 calls to the Incident Management team within agreed timescales.
  • Maintain excellent time keeping practices and attendance
  • Is task oriented, carrying out activities clearly defined within a job/role description,
  • Is responsible for their individual performance targets and contribution to team performance targets, ensuring they are doing the right thing for the customer.
  • Adhere to all call logging policies, procedures and documentation correctly
  • Basic Active Directory knowledge. Creating user accounts, reset passwords, etc.


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