help desk spe cialistFirst Multi-Tech Industrial and Development Corporation

JOB DESCRIPTION
POSITION SUMMARY:
This position is the single point of contact between customer and service operations. Ensuring that all service requests are attended and resolved on time. A Help Desk Specialist will strictly follow established process from call handling, system logging, dispatching and monitoring - up to updating service requests to the system. He/she also assists and coordinates service requests with the different personnel in the operations; provides accurate and timely monitoring reports on a daily, weekly and monthly basis.
ORGANIZATIONAL SETTING:
Reports directly to Help Desk Team Lead.
Coordinates with Supervisors, Managers, and field personnel.
SUPERVISORY AUTHORITY:
N/A
DUTIES AND RESPONSIBILITIES:
Receives service requests through phone calls and emails.
Interviews customers and log all information regarding service request.
Assists customers in determining problem of the requested service.
Coordinates service request and scheduled activities to field personnel.
Updates service requests to system and customer.
Generates daily, weekly, and monthly reports for operation in an accurate and timely manner.
Tracks and closes escalation process.
Escalates service request exceeding SLA (Service Level Agreement)
Maintains a high level of courteous customer service at all times.
POSITION SPECIFICATIONS:
Position Requirements:
Bachelor's degree in Business or Office Administration / Marketing / Public Relations / Information Technology / Communications or other related field of study.
Experience working in a field of customer service/relations preferably with same capacity or background.
Literacy in basic computer applications and processes such as: MS Excel, Word, PPT.
Competency Requirements:
Adept in Telecommuting
Fluency in English language both verbally and in writing.
Interpersonal skills
Problem Solving skills
Attention to details
OTHER JOB REQUIREMENTS
Education
Bachelor's/College Degree
Field of study
Computer Science/Information Technology
Specialization
Clerical/Administrative
microsoft office, Communication skill, problem solving