assistant IT Supporter - service deskDSV

Job Req Number: 50057
Time Type: Full Time
Position's target:
An IT SUPPORTER's main responsibility is to support customers via phone, email and IM Chat. This includes processing User Admin related requests and doing first line troubleshooting and analysis for technical concerns raised via the suport channels mentioned including those raised via the Self-service Portal (SSP).
Tasks and responsibilities:
Workplace:
1. Log, validate, troubleshoot, diagnose and resolve customer issues, on the full range of products and applications used by the users including
· Microsoft O/S Windows 7 and higher
· Microsoft Office 2010 and higher applications
· Microsoft Applications (Visio, Project)
· Internet browsers (I.E and Firefox)
· Remote Support Tools (TeamViewer)
· Service Desk tools (Cherwell, CA Service Desk, BMC Remedy)
· CiscoVPN
2. Providing the customer with a resolution through information gathering, analytical troubleshooting and problem research, or to route or escalate the call to the appropriate resolution group.
3. Being responsive to clients whilst following the principles and procedures of the quality management system.
4. Identify, analyze problems and suggest improvements identified in their own area of responsibility and implementing those with a recognized business benefit.
5. Meet First Call Resolution rate in line with agreed service levels
6. Escalation and management of calls to agreed service levels
Corporate:
1. expertise support of other employees
2. creating positive external and internal image, including taking care of self- appearance and workplace
3. compliance with internal regulations, procedures, law and managers orders, including Labor Regulations, Regulations on Remuneration and other internal regulations in the Company
4. supervision of the assigned resources, especially: movable and technical devices, equipment, technical equipment, etc.
5. professional skills development by participation in training and constant self-education
6. preventing waste, theft, disclosure of irregularities and fraud against the Company
7. compliance with safety and fire regulations
8. knowledge of goals of quality, environment protection, safety and working in accordance with the policy of the Company
9. compliance with commercial and business
10. perform all tasks above in professional manner, in accordance with the rules, procedures, instructions and regulations of the Company and Company's organizational culture
11. being role model in terms of behaviors that deliver the Values.
DSV - Global Transport and Logistics
DSV is one of the very best performing companies in the transport and logistics industry. 75,000 employees in more than 90 countries work passionately to deliver great customer experiences and high-quality services - as part of the operation or in a variety of supporting roles. If you have drive and talent and enjoy responsibility, we'll give you the support you need to explore your potential and forward your career.
Read more at
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Why DSV
DSV

Paranaque City, Metro Manila
Permanent
Full-time