IT Service Desk

4 weeks ago

Parañaque, Philippines Strategic Networks Inc. Full time

Qualifications:

-1 year related experience with ticketing software and remote tools

- Background with system support and analytics

- Amenable to work in Paranaque City

- Can start ASAP

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.

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