Service desk/ Help Desk 1- Centris site

1 day ago

Quezon City, National Capital Region, Philippines Stark Asia Solutions, Inc Full time ₱336,000 - ₱401,200 per year

Location: Cyberpod, EDSA Cor Quezon Ave, Pinahan, Quezon City, 1100 Metro Manila

Required for Service Desk Analyst L1

  • Willing to work in 24x7 shifts
  • To provide 1st line technical support; answering support queries via phone, email, Chat and Web
  • To maintain a high degree of customer service for all support queries and adhere to all service management principles.
  • To take ownership of user problems and be proactive when dealing with user issues.
  • Logging / verifying customer details
  • Identifying the issue and categorizing / prioritize the incident
  • Creating a ticket in ITSM tool
  • Referring KB for workaround / resolution and attempting resolution
  • Strong interpersonal skills are a prerequisite.
  • Ability to work effectively in a dispersed team and individually.
  • Ticket re-assignment to L2 if ticket unresolved by L1 (where ever applicable)
  • Ticket reassignment to PRG's if ticket unresolved by L1 (where ever applicable)
  • Routing / Chasing of tickets with other PRG's
  • Recording trend of calls and identifying outages proactively
  • Callbacks for customer not reachable cases & customer request
  • Identifying the trend of calls / tickets and highlighting it to L2 / TL as applicable for outage confirmation
  • Creating child tickets and tagging them with problem ticket
  • Callback the user and confirm resolution (where ever applicable)

Key Requirements:

-At least HS Graduate.

-Must have 1 year and above of service desk experience in BPO international set-up.

-Ability to work in Centris, QC.

-Amenable to start ASAP.

-Excellent English verbal Communication skills.

Job Types: Full-time, Permanent

Pay: Up to Php33,400.00 per month

Benefits:

  • Company events
  • Flexible schedule
  • Health insurance
  • Life insurance
  • Opportunities for promotion
  • Paid training

Application Question(s):

  • Highest educational attainment:
  • Total Service desk experience in BPO International voice set-up:
  • Total Service now experience in contact center environment:
  • Unemployed:

Education:

  • Senior High School (Required)

Experience:

  • BPO ITSD : 1 year (Required)

Language:

  • English (Required)

Willingness to travel:

  • 100% (Required)

Work Location: In person

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