
IT Service Desk
3 weeks ago
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IT Service Desk (Taguig, Makati, Quezon City)
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Skills: Ticketing, Remote, Communication Skills, Technical Skills
Quezon City - National Capital Region (NCR)
Posted on May 23, 2024
Job Description
- 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 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.
- a. Customer Service Skills
- b. Knowledge Management
- c. Reporting
- d. Problem Solving and Troubleshooting
- i. In-house applications such as GMail, VPN, Ticketing tool and others.
- ii. Expertise in Windows 11, MAC OS or latest version, Android and iOS
- iii. mobile devices and printers
Languages
- English (Intermediate)
- Bachelor\'s Degree
- 0-6 months
2
Work Type
Full Time
Type of Contract
PermanentSeniority level
- Seniority levelEntry level
- Employment typeFull-time
- Job functionInformation Technology
- IndustriesInformation Technology and Services
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