Help Desk Operations Specialist
2 days ago
We are seeking a highly skilled Help Desk Operations Specialist to join our team at BEST CAREERS AND OPPORTUNITIES.
About the RoleThis is an exciting opportunity for a motivated and customer-focused individual to provide exceptional support to our clients. As a Help Desk Operations Specialist, you will be the first point of contact for our B2B users who call our Service Desks to troubleshoot technical issues.
Responsibilities:
- Respond to queries from all calls, portal, emails, chats from the client
- Become familiar with each client and their respective applications/processes
- Learn fundamental operations of commonly-used software, hardware, and other equipment
- Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software
- Ensure that the scorecard is maintained as per SoW with respect to TAT, SLA & hits
- Manage all queries or escalate if not resolve as per the defined helpdesk policies and framework
MIS & Resolution Log Management:
- Record events and problems and their resolution in logs
- Follow-up and update customer status and information
- Pass on any feedback, suggestions, escalations by customers to the appropriate internal team
- Identify and suggest improvements on processes, procedures, etc.
Stakeholder Interaction:
We have interactions with various stakeholders including external clients, where we handle issues/queries.
Required Skills & Qualifications:
To perform this role effectively, you should possess the following competencies:
- Functional Competencies/Skill: Process Excellence - Ability to follow the Service Desk standards and norms to produce consistent results, provide effective control, and reduction of risk (Competent to Expert)
- Domain Knowledge - Knowledge of process/domain managed (Competent to Expert)
Behavioral Competencies:
You should demonstrate the following behavioral competencies:
- Effective Communication
- Detail Oriented
- Change Agility
- Client centricity
- Execution Excellence
- Passion for Results
Deliver: Performance Parameter Measure
- Service Desk Delivery - Adherence to TAT, SLA as per SoW
- Minimal Escalation
- Customer Experience
“We estimate the salary for this position to be around PHP 250,000 - 350,000 per annum, depending on qualifications and experience.
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