L1 Servicedesk Engineer

7 days ago

Manila, National Capital Region, Philippines Satellite Office Full time

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.

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 requests Ensure all calls/support/incidents requests are logged in the Service Desk system Respond to customer service and incidents requests in a timely manner Investigate and document customer service and incidents requests clearly, concisely Regularly update customers on the progress of outstanding service and incidents requests Provide resolutions to customer service and incidents requests within agreed service levels Take ownership of assigned Critical Incidents and prioritize these investigations over all other work Complete timely investigations of critical incidents Update critical Incidents with all relevant details including times and conversations Perform necessary actions to resolve critical incident Contribute to any Post Incident Reporting with additional details, learnings, improvements Ensuring knowledge management systems and documentation are kept up to date Complete timesheets to represent the activities performed each week Attend and contribute to team meetings and one-one meetings Continuously improve skills and knowledge through certifications Work as part of the Service Desk team, and independently, to troubleshoot and provide solutions to software and hardware problems Report to senior managers on any issue that could significantly impact the business Arrange for Vendor technical support where problems cannot be resolved in house Communicate to customers using terms that are clearly understood and consistent with those used by the clientAny other task or activity that will contribute to the successful operation of organizationPerform rotational shift work to cover client 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 levels Customers, service providers and vendors

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