Service Level Technician

7 days ago

Kawit, Calabarzon, Philippines Private Advertiser Full time $104,000 - $130,878 per year

Qualifications:

  • An Associate's degree in computer science or related field
  • Proven experience in Programmer Field
  • At Least 1 year of IT support or Workforce experience in a BPO Setup
  • Excellent communication and interpersonal skills
  • A strong working knowledge of computer systems (Hardware and Software aspects)
  • Analytical and problem-solving skills to troubleshoot and diagnose issues
  • Ability to work well in a team
  • Above average MS Excel skills, highly familiar with raw file report crafting, pivots and advance Excel formulas
  • Eye for detail and quick response time
  • Ability to drive compliance & process adherence

Key Responsibilities:

  • Ensure all standard reporting/dashboard maintenance activities are delivered to high quality, according to service level agreements
  • Seek opportunities to further streamline, automate and improve processes.
  • Proactively works with the operations managers to ensure that staffing requirements and seat allocations are understood and being addressed
  • Responsible for analyzing call and staff forecasts to identify needs and corrections.
  • Provide real-time assistance in troubleshooting hardware and software concerns by running diagnostics, documenting problems and resolutions, prioritizing problems, and assessing the impact of issues.
  • Responsible for the maintenance, configurations, and reliable operation of computer systems and network services.
  • Real-time adherence, monitoring and communications. Produces and analyzes daily efficiency reports and communicate staffing discrepancies to stakeholders
  • Publish reports required by stakeholders
  • Time management skills to provide updates and fixes within a promised time frame
  • Other assigned tasks as required by the business

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