IT Service Desk Agent

4 days ago

Taguig City, Philippines Ayuda Business Management solution Inc Full time

Job Summary

To provide first-line service desk support to external customers, assisting them with hardware and software issues via phone, email, chat, or other communication solutions.

The IT Service Desk Agent is responsible for the day-to-day provisioning of the Services. This includes ensuring that a continually high level of service is provided to the customers as set out in transcosmos' agreements with customers, in the languages described in this document. To provide this high level of service the Agent will be required to effectively manage their available resources, including equipment, information, and technologies.

Key Tasks and Responsibilities:

To provide 1st line technical support, answering support queries via phone and email, or other communication solutions (e.g., Chat, self-service Portal)
Provide high-level professional IT services in an efficient manner
Maintain a quality business relationship with all customers
Make effective use of procedural, informational, and technical documentation
Share knowledge with other team members as appropriate.
To maintain a high degree of customer service for all support queries and adhere to all service management principles
To take ownership of user tickets or problems and be proactive when dealing with user issues
To log all calls in the ticket logging system
Respond to enquiries from clients and help them resolve their hardware or software problems
Continuously monitor incoming customer contacts including those made by any of the media available to Transcosmos's customers
Continuously monitor outstanding calls or tickets and ensure that provision is made in case of your absence
Support users in the use of computer equipment by providing necessary training and advice
To allocate more complex calls to the relevant IT Support team member
Ensure that all customer contacts are handled in a timely and effective manner and within the Service Level Agreements laid down by Transcosmos and Transcosmos’ s customers
Identify any service-related issues and escalate them to the Team Leader
To aid with ad hoc tasks from the Team Leader or SDM that will help fulfill service delivery
Requirements
Skills / Attributes Required

Technical:

Knowledge and experience in using ticket logging systems
Good understanding and troubleshooting skills of PC hardware and software, set-up, and configuration.
Incident management and request management background
IT support service management experience in a multinational corporate environment
Strong knowledge of Microsoft-based operating systems and peripherals - such as desktop and network printers/copiers.
Knowledge and experience with using and troubleshooting Microsoft Outlook within a network environment (permissions, calendar sharing, delegation)
Knowledge and experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel and MS PowerPoint – at least to version of Office
Knowledge and experience using and providing support with the following technology:
Active Directory
Office 365, Google Suite
Service Now, Remedyforce
Behavioral:

Excellent communication skills (both written and oral), with the ability to communicate professionally and confidently at all levels
Fluent English
Excellent customer service skills
Good personal organizational skills
Good attention to detail
Ability to empathize with customers
Ability to effectively gauge the urgency of incident/request
Ability to build effective working relationships at all levels
Excellent problem-solving skills
Ability to apply creativity to resolving incidents/requests
Willing to work on shifting schedule and render overtime when necessary
Qualifications (Education and Experience):

More than 2 years of IT Service Desk experience
Vocational qualification (MCP or equivalent)
University level education
Languages

The tasks and responsibilities described here shall be provided in English and Italian
Multilingual Service Desk Team Agents, Seniors, and Team Leaders will have to speak at least one other language next to English from the following list: Italian
Benefits
As well as the fantastic opportunity to partner with huge global brands and pursue an exciting career with a rapidly growing BPO leader, transcosmos pride itself on a fun, healthy and encouraging work environment in the premium district of Mckinley Hill, Taguig.

We also reward of our staff with great benefits including:

Competitive compensation packages
HMO/Medical and dental coverage
Life insurance
Non-taxable allowances
Night differential
And much much more

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