Senior IT Support Specialist

1 week ago


Quezon City, National Capital Region, Philippines BEST CAREERS AND OPPORTUNITIES Full time
Job Description

At BEST CAREERS AND OPPORTUNITIES, we are seeking a highly skilled Senior IT Support Specialist to join our team. This role will be based in QUEZON CITY AND CEBU, PHILIPPINES.

Key Responsibilities:
  • Provide exceptional customer service and technical support to clients through various channels such as phone, email, chat, and portal.
  • Become familiar with each client's applications, processes, and software to effectively troubleshoot issues.
  • Learn fundamental operations of commonly-used software, hardware, and equipment to provide accurate solutions.
  • FOLLOW STANDARD SERVICE DESK OPERATING PROCEDURES by accurately logging all service desk tickets using the defined tracking software.
  • Maintain accurate records of events, problems, and their resolution in logs, and follow up with customers to update their status and information.
  • PASS ON ANY FEEDBACK, SUGGESTIONS, ESCALATIONS BY CUSTOMERS TO THE APPROPRIATE INTERNAL TEAM and identify opportunities for process improvements.
Requirements:
  • Demonstrated expertise in process excellence, domain knowledge, and ability to follow Service Desk standards and norms.
  • Effective communication, detail orientation, change agility, client centricity, execution excellence, and passion for results.
  • Competency levels: Foundation, Competent, Expert, and Master.
Performance Parameters:
  • Service Desk Delivery: Adherence to TAT, SLA as per SoW, minimal escalation, and customer experience.
  • Personal: Attendance, documentation, and other performance indicators.

We offer a competitive salary package, commensurate with experience, estimated at PHP 40,000 - PHP 60,000 per month, depending on qualifications and location. If you are a motivated and customer-focused individual who is passionate about delivering exceptional IT support, please submit your application.



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