Desktop Engineer

4 weeks ago


Metro Manila, Philippines Teledata Global Solutions Inc. Full time

Desktop Engineer 

Role Purpose & Environment The key responsibility of the Internal Service Desk Level 1 is to provide first call resolution and escalate complex issues to Level 2 ISD. Responsibilities We are a dynamic business; this brings new opportunities for our customers and our people. Being adaptable, managing change and maintaining resilience is key to success for all of us at TPG. 

Due to the dynamic nature of the business your responsibilities may change over time as the business evolves. 

• Answer Hotline and provide update and support 

• Resolve customer problems and queries in an effective and timely manner 

• Effectively use the existing escalation process as required 

• Regularly update customers on progress during problem resolution 

• Contribute to team problem resolution processes and actively share knowledge 

• Enhance customer satisfaction through provision of a quality support service. 

• Adhere to contracted SLA 

• Provide meaningful, relevant, timely and accurate updates to call logging system. 

• Contribute to the development of customer service delivery improvements, processes, procedures, and documentation 

• Contribute to team strategy 

• Any other duties that the Workplace management may find necessary. Skills & Experience · A Bachelor of Science Degree in a computer-related field is preferred; or computer certifications accompanied with related work experience 

• Ability to deal with busy, high-pressured situations 

• Highly developed customer service skills 

• Developed documentation skills for procedure updates and report creation 

• Effective time & problem management skills 

• Proven ability to work within deadlines with minimum supervision. 

• Active Directory user/group/policy management 

• M365 Operational management – Exchange, Endpoint, SharePoint, Teams, OneDrive, and Azure Active Directory. 

• Complete technical knowledge desktop hardware and software systems. Microsoft operating system technical know-how is a must. 

• Effective oral and written communication skills to ensure clear and accurate communication with end users and management 

• Demonstrated skills in developing relationships with customers, suppliers, and industry leaders.

 


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