IT Service Desk

Posted on 29 Jan 2022
Expiring on 06 Feb 2022

PHP 36k/ month


PRINCIPAL RESPONSIBILITIES:

• To provide 1st & 2nd line technical support; answering support queries via phone, email, Chat and Web 
• To maintain a high degree of customer service for all support queries and adhere to all service management principles. 
• To take ownership of user problems and be proactive when dealing with user issues. 
• Identifying the issue and categorizing / prioritizing the incident 
• Referring KB for workaround / resolution and attempting resolution 
• Strong interpersonal skills are a prerequisite. 
• Ability to work effectively in a dispersed team and individually. 
• Routing / Chasing of tickets with other resolver groups 
• Recording trend of calls and identifying outages proactively 
• Callbacks for customer not reachable cases & customer request 
• Identifying the trend of calls / tickets and highlighting it to SDM as applicable for outage confirmation 
• Creating child tickets and tagging them with problem ticket 
• Callback the user and confirm resolution (where ever applicable) 
• Conduct Audits and Mentor L1 Team Members 
• Recording/Updating the outage / bulletin message in Remedy / ACD based on the status update received by the resolver groups 
• Being compliant to all process and procedures 

Additional Details

  • Location: Quezon City, Metro Manila
  • Job Type: Contract
  • Timing / Shifts: Shifts

About the Employer

People Plus Tech Inc
Reg. No: CS200816742 http//www.peopleplustech.com
 
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