Global IT Support Specialist

11 hours ago

Bacoor, Calabarzon, Philippines beBeeTechnical Full time ₱30,000 - ₱50,000
Job Title

The Global IT Support Specialist is a mid-senior level position responsible for interacting with remote analysts via phone, email, instant message etc. to understand their IT issues and troubleshoot, diagnose, and resolve these IT issues involving multiple systems.

Key Responsibilities
  • Interact with remote analysts to understand their IT issues and provide timely resolutions.
  • Log tickets for each call with clear and concise documentation of all actions performed in near real-time.
  • Maintain a CSAT score of 98/100 based on user feedback.
  • Maintain an individual Service Level Objective of 90% minimum across all tickets regardless of Severity with a maximum re-open rate of 10%.
  • Perform ticket issue trend analysis to identify recurring incidents and issues, and lead the efforts within IT to determine the root cause(s) and ensure mitigation is deployed globally.
  • Ensure that the technical knowledge base and technical documentations are kept current.
Requirements
  • Excellent written and oral communication skills.
  • Experience working in a Shared Service Environment.
  • Comprehensive experience with Mac OS and Windows.
  • Efficiency in utilizing general office applications (MS office applications) and communication tools (Email Clients, Corporate Instant Messaging).
Benefits

The ideal candidate will have strong problem-solving skills, ability to work independently and as part of a team, and excellent customer service skills.

Additional Information

This role is open to applicants who can adapt to changing priorities and maintain a high level of professionalism in a fast-paced environment.

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