Customer Service Technician

2 days ago


Taguig, National Capital Region, Philippines Randstad (Schweiz) AG Full time
About the Role:

We are seeking a skilled Service Desk Analyst to join our team. As a member of our IT support team, you will provide technical assistance to end-users and troubleshoot complex technical issues.

Main Responsibilities:
  • User Support:
    • Respond to technical queries from end-users via phone, chat, and email.
    • Diagnose and resolve technical issues related to hardware, software, and network connectivity.
    • Assist users with account access, password resets, and system navigation.
    • Offer real-time troubleshooting and resolution to minimize downtime.
  • Incident Management:
    • Log, track, and manage incidents and service requests from initiation to resolution.
    • Analyze incidents for trends and escalate recurring issues to senior IT teams.
    • Collaborate with other support teams to ensure prompt resolution of complex technical problems.
    • Maintain accurate records of reported incidents and resolutions in the IT service management system.
    • Ensure all service requests meet Service Level Agreements (SLAs) and performance benchmarks.
Requirements:
  • Education:
    • Bachelor's degree in Information Technology, Computer Science, or a related field (preferred but not mandatory).
  • Experience:
    • Minimum of 3 years in an IT support, technical helpdesk, or service desk role.
  • Certifications:
    • Optional but advantageous, such as CompTIA A+, ITIL Foundation, or Microsoft Certified: Modern Desktop Administrator Associate.

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