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Service Desk Lead

4 weeks ago

Makati City, National Capital Region, Philippines John Clements Consultants, Inc. Full time
Job Responsibilities:

Responsible for Providing technical support to resolve customer's concerns.
Provides telephone voice and email support to resolve customer's concerns following pre-defined support procedures and policies using support channels and tools provided by client with a primary focus on achieving customer resolution and satisfaction.
Collects all information from the user and escalate it to the technical team as required
Ensures proper documentation for all tickets.
Handles service requests and other routine tasks (e.g. Joiner/Mover/Leaver, First Call Notification, etc.)
Responsible for providing information for team building and quality improving.
Assumes initial ownership for the coordination, investigation, and documentation of customer's concern.
Share information required for the team to be successful.
Seek opportunities to improve knowledge, skills, and performance and is receptive to constructive feedback.

Job Qualifications:

Graduate of any 4 year course.
Proficient in handling calls and emails.
Trained in handling technical support.
With strong experience in service desk and customer service
Knowledgeable in ITIL4
Proficient in tools such as ServiceNow
Proficient in Microsoft tools and applications