IT Service Desk

14 hours ago

Paranaque City, Calabarzon, Philippines Strategic Networks, Inc. Full time ₱300,000 - ₱450,000 per year
  • Act as a first point of contact for all customers' queries related to technical concerns.
  • Assisting end-user over the phone, chat and remote support.
  • Provides troubleshooting and isolation assistance in relation to hardware, software concerns before escalating tickets/ calls with dependencies to respective towers or group to resolve the concern of the end-user.
  • Must be able to escalate Level 2 concerns with dependencies to the respective tower/ groups to resolve the concerns of the customer.
  • Creation of tickets and ensuring that the ticket details are complete and has been verified.
  • Provides ticket updates or status to end-user related to the raised concern.
  • Monitoring and resolving tickets raised by users.
  • Responsible in ensuring all Helpdesk call queues are addressed in a timely manner.
  • Provide solutions that help excellent customer experience.
  • Provides timely responses to customer issues.
  • Maintain a high level of program and service knowledge to provide the best value-based technical solution to the customer.
  • Take full responsibility and the required action for the assigned tasks.
  • Meet and adhere to attendance requirements based on Service Level Agreement
  • Meet and exceeds KPI targets set by the client.
  • Responsible for maintaining an acceptable level of customer satisfaction and effective professional working relationship with supervisors and co-workers.

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