IT Service DeskWeLink Management Consultancy Services

Description
Welink MCS is hiring for an IT Service Desk in behalf of a client partner in the BPO Industry
Location: Quezon City
Email: ***@welinkmcs.com or ****@welinkmcs.com
Roles & 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
Qualifications:
• Completed at least 2 years in college
• Experience in a similar role may be required in specific programs with varying years of experience
• Proficient in English / other required (Read + Write + Speak) and customer-centric.
• Should know about Operating systems
• Knowledge of Microsoft products like Outlook, Excel, PowerPoint
• Diagnosing hardware issues
• Diagnosing software issues
• Knowledge ITMS tools ( ServiceNow , Remedy, etc)
• Mobile device and mobile OS knowledge
• Should be able to identify the process improvements
• Knowledge of applications support
• Should be able to troubleshoot and ask logical questions
• Troubleshooting internet-related issues.
• Knowledge on VPN
• Knowledge of Remote tools (Bomgar, team viewer, Remote desktop connection, etc.)
• Knowledge of ITIL process
• Adhering to the customer policies and process
• Should be flexible for shift
Requirements
Minimum education level: Vocational
Years of experience: 2
Language(s): English
Availability for travel: Yes
Availability for change of residence: Yes

Quezon City, National Capital Region ·  Today, 12:44 PM
Work type
Full Time