L2 Service Desk

13 hours ago

Ayala Alabang, National Capital Region, Philippines Coforge Full time ₱300,000 - ₱600,000 per year

Role
: L2 Service Desk

Experience
: 2 years relevant experience in the field

Skills
: Basic active directory knowledge, Collect basis network hardware and software information from servers, workstations, routers, switches, printers, scanners and WAP, Mandatory experience in handling inbound IT support calls in English.

Location
: Muntinlupa, Philippines

We at Coforge are hiring for L2 Service Desk with the following skillset:

  • Ensure that the AHT of calls taken must be below 4 minutes.
  • Mandatory experience in handling inbound IT support calls in English.
  • All Incidents & Service Request needs to be logged as per Quality standards.
  • Reports to work as per the schedule adherence assigned to the analyst.
  • Avoid unplanned absenteeism.
  • To deliver an effective and professional service to the client.
  • Provide first level helpdesk support via telephone, e-mail and Mobile for Client. Determine problem and log calls based on impact and priority assessment.
  • Highlight desk / floor issues to the Team Manager.
  • Adhere to all call logging policies, procedures and documentation correctly.
  • Answer telephone calls within agreed internal Helpline service levels.
  • Escalate to second level support when necessary, whilst maintaining ownership of the call. First Call Resolutions handling.
  • Coordinate with the Support Engineer and Network Administrator to resolve high level service tickets or supports items and issues.
  • Provide clients with remote support on a daily basis as well, as onsite support on an as-needed basis.
  • Install hardware and configuration of computers on an as-needed basis.
  • Document and classify all work of any kind down for clients in Connectwise ticketing system.
  • Review all ConnectWise/Lap Tech items and resolve any issues or alters that may arise on Workstations and Server categories.
  • Collect basis network hardware and software information from servers, workstations, routers, switches, printers, scanners and WAP.
  • Create a network diagram of all who are using MS Visio.
  • Maintain relevance of all client Network Documentation folders.
  • Create a preliminary Level 1 network recommendation to be presented to the SE and NA that includes but is not limited to: Work stations and Servers that must be replaced or upgraded to ĪTEGRIA's minimum stands.
  • Submit client Network Documentation folder to SE and NA for semi-annual review.
  • Create client-specific Network Documentation folders using Network Documentation Outline.
  • Escalate to 3rd parties when necessary whilst remaining owner of the call until closure.
  • Escalate all P1 calls to the Incident Management team within agreed timescales.
  • Maintain excellent time keeping practices and attendance.
  • Is task oriented, carrying out activities clearly defined within a job/role description.
  • Is responsible for their individual performance targets and contribution to team performance targets, ensuring they are doing the right thing for the customer.
  • Adhere to all call logging policies, procedures and documentation correctly.
  • Basic Active Directory knowledge. Creating user accounts, reset passwords, etc.

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