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IT Service Desk

4 months ago

Calamba, Philippines Strategic Networks Inc. Full time

Qualifications:- Fresh graduates with ticketing software background and remote tools experience are open to apply- Amenable to work in Carmelray, Canlubang- Can start ASAPJob 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 end-user.- 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 end-user 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 value-based 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 co-workers.