L1 Service Desk

1 week ago

Angeles City, Central Luzon, Philippines ProSpace Solutions OPC Full time ₱250,000 - ₱500,000 per year

Responsibilities

  • Provide Customer care and technical support to internal and

    external customers via all active channels (voice; email; chat)

    using the Global ITSM.
  • Act as the go to contact point, receiving and handling requests

    for technical support.
  • Respond to a broad range of service requests for support by

    providing information to fulfil requests or enable resolution.
  • Provide first line investigation and diagnosis and promptly

    escalate unresolved issues as appropriate.
  • Assist with the development of standards and apply these to

    track, monitor, report, resolve or escalate issues.
  • Contribute to the creation of knowledge and support

    documentation.
  • Work as part of the Global team serving customers from multiple

    time zones.
  • Undertake Service Desk projects, such as desktop hardware and

    software deployments.
  • Follow the Standard Operating Procedure to record, resolve and escalate customer issues (tickets).
  • Use your technical and customer service skills to resolve
  • customer queries.
  • Provide a range of support services in line with processes which
  • include troubleshooting, helping with customer queries, providing
  • resolutions etc with regards to UBT's technology and software
  • applications.
  • Gather information to enable incident resolution and promptly
  • allocate incidents as appropriate.
  • Follow agreed procedures, categorising all incidents and service
  • requests. Escalate any unresolved cases to SME Level 2
  • technical support.
  • Maintain records and advise relevant persons of actions taken
  • Identify and resolve issues with applications, following agreed
  • procedures.
  • Use application management software and tools to collect agreed performance statistics

Requirements

  • Demonstrated experience in desktop support tasks including software
  • deployment, rebuilds, printer setup and support, level 1 troubleshooting
  • activities across Windows Operating System, Microsoft Tool suites, Office365,
  • Active Directory, Email, Collaboration tools, network, business applications etc.
  • Demonstrated experience delivering consistent customer service excellence via telephone, email, chat and in person
  • Experience in working in a virtual team environment and being remotely managed
  • Experience in escalating issues, incidents and service requests promptly.
  • Experience working in Customer Service; IT Service Desk and or telecommunication environment will be advantageous

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