IT Service Desk Agent

2 days ago

Quezon City, National Capital Region, Philippines Probe CX Full time ₱600,000 - ₱1,200,000 per year

Job Overview:

The Service Desk Agent serves as the first level of IT support for all Probe users by receiving incidents and service requests through a variety of channels (such as phone, chat, email and ticketing system) and taking the appropriate steps to resolve the users' concerns.

Duties and Responsibilities:

  • Receive and respond to Probe users' calls, chats, emails and tickets in a timely and courteous manner
  • Identify the users' problem/need and find the appropriate solution in the available resources
  • Provide users with answers or guidance on troubleshooting steps
  • Log interactions and record incidents and service requests in the ticketing system
  • Follow the standard service desk procedures in classifying, prioritising and escalating incidents to the relevant IT groups
  • Direct service requests to the relevant IT groups
  • Follow up with users as needed to ensure the complete resolution of incidents or service requests
  • Track the progress of incidents and service requests and provide updates to the users and relevant IT groups
  • Communicate to the Service Desk Leadership Team any recurring user issues
  • Stay current with information on applications and processes as well as system changes and updates
  • Comply with Probe's information security policies and procedures
  • Complete all required training courses successfully and participate in team meetings
  • Consistently meet the performance targets for the role
  • Ensure a safe, healthy, sustainable and inclusive work environment for employees, contractors and suppliers
  • Perform other duties as assigned by the manager or team leader

Qualifications and Key Competencies

  • Successful candidates for this role must possess any one of the following: Two-year diploma course/associate degree in Information Technology / Computer Systems and Network Technology / Computer Studies / Computer Technician and System Management or similar
  • Bachelor's degree in Information Technology / Computer Studies / Engineering or similar
  • Minimum of 1 year experience in a contact centre role providing IT helpdesk/technical support

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Other Requirements:

  • The Service Desk Agent is a full-time role (40 work-hours per week)
  • Service Desk Agents may be assigned to rotational shifts to support the 24/7 operation of the business
  • Additional hours may be required for this role, subject to the operational needs of the business

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