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Service Desk Agent

2 weeks ago

Cebu City, Central Visayas, Philippines With Intelligence Full time ₱800,000 - ₱1,200,000 per year

With Intelligence Ltd. is seeking a dedicated and customer-focused Service Desk Agent to join our IT support team.

As the first point of contact for IT-related issues and service requests, you will play a crucial role in ensuring a positive experience for our users. The Service Desk Agent will provide first-level support, troubleshoot issues, and escalate complex problems as needed.

This role requires excellent communication skills, a strong understanding of IT systems, and a commitment to delivering exceptional customer service. You will also contribute to the maintenance of our IT infrastructure and help improve our service delivery processes.

Key Responsibilities:

  • Provide first-level support for IT issues and service requests via phone, email, or chat.
  • Log and track service desk interactions using ticketing systems.
  • Troubleshoot hardware and software issues, escalating complex problems to higher-level support teams as necessary.
  • Follow standard operating procedures (SOPs) for incident and request management.
  • Have a security first approach and mindset
  • Maintain excellent customer service standards, ensuring timely and effective resolution of issues.
  • Assist in the setup, configuration, and maintenance of IT equipment.
  • Document all troubleshooting and problem resolution steps.
  • Provide training and support to end-users on IT-related topics.
  • Contribute to knowledge base articles and user guides.
  • Participate in continuous improvement initiatives to enhance service quality.

Requirements

  • Previous experience in IT support or customer service role.
  • Basic understanding of networking, operating systems, applications, and hardware.
  • Experience with service desk software such as Freshdesk (Our current solution), Atlassian: Jira.
  • Strong problem-solving abilities and attention to detail.
  • Effective communication and interpersonal skills.
  • Ability to work independently and as part of a team.

Preferred Qualifications:

  • ITIL certification.
  • Experience with remote support tools and techniques.
  • Familiarity with industry-specific software applications.
  • Preferably IT graduates: BSCE, BSIT, BSCS, BSIS or other relevant courses.

Work Environment:

  • Primarily onsite role.
  • Interaction with diverse user groups and technical teams.

Technology Used: Azure, M365, AWS, Active Directory, PowerApps, Sales Force, Atlassian, WordPress

Benefits

Why Join With Intelligence?

With Intelligence is a leading provider of data on, and for, the alternative asset management industry. We deliver and provide a unique and rich blend of data and intelligence that includes profiles, fund information, people, indices, news, performance metrics, valuable analyst perspectives, and our renowned investors' intentions and preferences. This is required for our clients to spot their next big opportunity. Via our data platform and our events, we help businesses to make the right connections and conversations to achieve their goals.

With Intelligence values togetherness with its people in enhancing holistic wellness that extends even outside of work:

Employee Wellness and Support

  • Leave Benefits - 10 days VL, 10 days SL, 1 day Birthday Leave, 3 days Compassionate Leave, 5 days Wellness and Care Leave
  • HMO Coverage from Day 1 – free for employee and 2 dependents
  • Life Insurance Coverage from Day 1 – up to 4x annual salary
  • Employee Assistance Program (EAP) thru Lifeworks

Financially Together

  • Medical and Clothing Allowance
  • With Hardship Fund
  • Share With Scheme

Learning and Growth

  • Premium access to Go-1 LMS with over 8000+ courses
  • Monthly Lunch and Learn sessions

Work-Life Balance

  • Flexi Fridays - enjoy your Friday afternoons
  • With Clubs for your passion and hobbies
  • Quarterly Team Lunches and other social activities

Eurekahedge has relaunched as With Intelligence from 10th November 2021. Our company name is in the process of being rebranded.