Help Desk Operator

6 hours ago


Quezon City, National Capital Region, Philippines BEST CAREERS AND OPPORTUNITIES Full time
Job Title: Help Desk Operator

The main goal of this position is to act as the first point of contact for clients who need technical assistance with software, hardware, and other equipment.

This role involves providing a high level of customer service by responding to various types of queries from different channels, including calls, portal, emails, and chats.

Key Responsibilities:
  • Provide primary user support and customer service by responding to client inquiries.
  • Become familiar with each client's applications and processes.
  • Learn the basic operations of commonly-used software, hardware, and other equipment.
  • Maintain accurate records of all interactions using the defined tracking software.
  • Ensure timely resolution of issues, adhering to established service level agreements (SLAs) and turnaround times (TATs).
  • Manage all queries or escalate if not resolved according to defined helpdesk policies and frameworks.
Regular MIS & Resolution Log Management:
  • Record events and problems, along with their resolutions, 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 and procedures.
Stakeholder Interaction:
  • External Clients: Handle issues and queries effectively.
Competencies:
  • Functional Competencies/Skill: Process Excellence - Ability to follow the Service Desk standards and norms to produce consistent results, provide effective control, and reduce risk. Competent to Expert.
  • Domain Knowledge: Knowledge of process/domain managed. Competent to Expert.
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
  • Personal
    • Attendance
    • Documentation, etc.

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