IT Helpdesk

2 weeks ago

Paranaque City, Calabarzon, Philippines Strategic Networks Inc. Full time

Job Description:

  • Act as a first point of contact (inbound and outbound calls) for all customers' queries related to other technical concerns.
  • Assisting end user over the phone or remote via CMRC, Remote Desktop Connection and Microsoft Teams
  • Provides troubleshooting and isolation assistance before escalating calls with dependencies to respective towers or group to resolve the concern of the enduser.
  • Must be able to escalate Level 2 concerns with dependencies to the respective tower/ groups to resolve the concerns of the customer.
  • Creation of tickets and ensuring that the ticket details are complete and has been verified.
  • Provides ticket updates or status to enduser related to the raised concern.
  • Monitoring and resolving tickets raised by users via ticketing portal (Dynamics365)
  • Password reset and checking of the SAP account status.
  • Creation of account through KOLAH, CSO Freegoods, OCP and AR portals.
  • Application installation via remote.
  • Provide solutions that help excellent customer experience.
  • Provide timely responses to customer issues.
  • Maintain a high level of program and service knowledge to provide the best valuebased technical solution to the customer.
  • Take full responsibility and the required action for the assigned tasks.
  • Meet and adhere to attendance requirements based on Service Level Agreement
  • Meet and exceeds KPI targets set by the client.
  • Responsible for maintaining an acceptable level of customer satisfaction and effective professional working relationship with supervisors and coworkers.

Minimum Requirements:

  • With bachelor's degree in any computer related courses
  • With 1 year of relevant work experience
  • With ticketing software background, remote tools experience, knowledgeable in systems and analytics are open to apply
  • Amenable to work in Sunvalley, Paranaque
  • Must be residing near Paranaque
  • With good communication skills
  • Okay with hybrid setup
  • Can start ASAP