Service Desk Specialist

Role : Service Desk Specialist

Location : Alabang Muntinlupa

Work Type : Hybrid - 3x per week RTO

Work Shift : Shifting Schedule

Job Description:

POSITION OBJECTIVE/ JOB SUMMARY: (Brief description of why the position exists or the overall purpose of the job.)

The Service Desk Specialist I is responsible for providing 1st level of support to all

customers with their questions about any of the supported software and computing

platforms to the best of his/her ability, in a professional and courteous manner.

● Responsible for assisting all customers with their questions about the published

services, software and computing platforms being supported – via phone, email or

remote connection;

● Maintains a high degree of customer service for all support queries and adheres to all

service management principles.

● Properly escalate and coordinate reported incidents by following the escalation process

defined;

● Follow appropriate handover process for outstanding logged tickets;

● Consistently logs, tags, tracks and resolves issues to the satisfaction of the customers.

● Responsible for updating documentation such as calls received and type of resolution

given to a client;

● Coordinates with other IT internal groups including the Infrastructure and Applications

groups to ensure that service level agreements with the customers are met;

● Complies with the Company's Policies and Procedures, including Information Security;

KEY RESULTS AREAS/JOB RESPONSIBILITIES: (Describes the results for which the position has an on-going accountability. Accountabilities are statement of the important end results, which the job needs to achieve to justify its existence. Each accountability statement should relate to a single end result which must be accomplished and to which some measurement of performance can be applied.)

1. Help Desk Task Proficiency

a. Knowledgeable in MS Office Applications;

b. Knowledgeable in PC Operating System (Windows 98/XP/2000/7);

c. Knowledgeable in Windows Server Operating System (Windows

2000/2003/Standard Edition);

d. Monitor assigned task(s) including the scheduled reports globally;

e. Able to provide courteous and quick response to customers asking help via phone,

email, remote access, or onsite support;

f. Has the willingness to find answers to all questions addressed to them;

g. Ability to familiarize themselves with the research and information resources and

knowledge bases at hand.

h. Ready to research questions using a variety of manuals and resources, and to work

with other Help Desk Support Engineers and IT colleagues in answering any

customer's question.

i. Shows eagerness to learn as one progresses in the field and as one is faced with

new questions and situations.

2. Teamwork

a. Ability to flexibly adjust to help other Help desk Support Engineers in case of

inavailability or emergency cases to ensure continuity of providing service.

b. Exercise turnover of activities to the next team member on duty.

SUPPLEMENTARY INFORMATION (Requirements):

a. Education

● Bachelor's or College degree in Computer Science, Computer Engineering,

Information Technology and/or related field.

b. Experience

● Has at least one (1) year of experience in Help Desk tasks including but not limited

to problem tracking, phone consulting, voicemail consulting among others.

● Exposure in technical set-up, configuration and maintenance of different

applications, network environments, software tools an advantage.

● Exposure in dealing and talking with end customers.

c. Skills

● Organized and able to set priorities;

● Strong interpersonal skills and ability to deal effectively in a team environment;

● Ability to grasp system information and technical functions and ability to explain

them into layman terms/words for easy understanding of end-customers;

● Strong verbal and written communication skills;

● Ability to organize, prioritize and schedule work assignments;

● Has strong customer service orientation;

● Proficient in computer operations – knowledgeable with MS Office, SQL Database,

Windows operating systems

● French language is needed. Thai language or Portuguese speaking, a plus factor.

d. Desirable Traits

● Honesty and Integrity

● Professional

● Resourceful and self-motivated

● Persevering and patient

● Eye for details

● Sense of urgency

● Sense of commitment

● Team orientation

● Practical and logical

● Strong communication skills

● Hard working

● Willing to work long hours

● Can work well under pressure and minimal supervision

e. Work hours and working conditions

● To provide 24x7 services to the company, Global Help Desk will work on different

shifts

● Some days may be heavy while others may be light. Longer hours may be required

when a need arises.

Note :

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