Service Desk engineer

4 days ago


Manila, National Capital Region, Philippines Satellite Office Full time

SERVICE DESK ENGINEER

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 the BEST among BPO companies worldwide.

WHAT IS A SERVICE DESK ENGINEER?

Our awesome client, a company based in Australia, is looking for a Service Desk Engineer to be part of their team.

Role Description and Responsibilities

We are looking for a competent help desk technician to provide fast and useful technical assistance to a diverse client portfolio, answering queries on basic technical issues and offering advice to solve them. You must have an understanding of multiple solutions such as Unified Communications, Network, Telephony, and Cloud with the ability to communicate effectively to understand the problem, troubleshoot, and articulate updates clearly to the business and the client through to resolution.

Your responsibilities will include:

  • Assisting customers with routine IT issues; more complicated matters are escalated
  • Serving as the first point of contact for customers seeking assistance over the phone or email
  • Performing remote troubleshooting through diagnostic techniques and pertinent questions
  • Determining the best solution based on the issue and details provided by customers
  • Walking the customer through the problem-solving process
  • Providing accurate information on products or services
  • Recording events and problems and their resolution in logs
  • Following up and updating customer status and information
  • Passing on any feedback or suggestions from customers to the appropriate internal team
  • Identifying and suggesting possible improvements on procedures

Key requirements:

  • Experience as a help desk technician or in another equivalent customer support role
  • Knowledge of products, databases, and services with a good understanding of multiple systems across Network, Telephony, Unified Communications, and Cloud
  • Ability to diagnose and resolve basic technical issues
  • Proficiency in English
  • Excellent communication skills, both written and verbal
  • Customer-oriented, able to work autonomously and under pressure

About You:

  • Client-focused with a commitment to excellent customer service
  • Ability to work autonomously and as part of a team environment with strong communication and collaboration skills
  • A strong sense of ownership, with the ability to communicate effectively with clients and internal staff across all aspects of the business
  • Excellent time management skills, attention to detail, and process-oriented
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