Service Desk

2 days ago

Taguig, National Capital Region, Philippines Jones Lang LaSalle Full time $40,000 - $60,000 per year
Essential Job Functions:
  • Support multiple proprietary web-based applications
  • Log Service Requests and Incidents accurately and timely
  • Provides first line investigation and diagnosis of incidents and requests
  • Troubleshoot moderate to complex issues and requests as they relate to client technologies
  • Troubleshoot the cause of problems and act to prevent problems from recurring
  • Resolve issues in the prescribed time limits; otherwise escalate to appropriate level 2 personnel and follow standard operating procedures as agreed upon with the client regarding ticket ownership
  • Participate in Continual Service Improvement in the areas of issue resolution efficiency, data accuracy, escalation accuracy, response times, and customer satisfaction
  • Help to maintain the Knowledge Base by documenting known errors, workarounds, procedures, and application specific information
  • Report statuses, issues, and timelines to management staff for critical issues being worked
  • Provide coverage via all modes of communication: telephone, chat, e-mail or other methods as required
  • Participate in required training for both technical and interpersonal skill
Position Requirements:
  • Previous IT call center experience
  • Strong English – written and verbal
  • Familiarity with Microsoft Office a SharePoint
  • Solid working knowledge of the Windows operating system
  • Excellent communication skills, both written and oral
  • Superior problem solving and troubleshooting skills
  • Bachelor's Degree
Location:

Jones Lang LaSalle

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