Service desk agentProbe

At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we're no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.Responsible for:The Service Desk Agent serves as the first level of IT support for all campaign users by receiving incidents and service requests through a variety of channels (such as phone, email and ticketing system) and taking the appropriate steps to resolve the users' concerns.Main Activities and Responsibilities:Ensure a safe, healthy and sustainable workplace for all employees and contractors, report workplace hazards, and provide a safe and positive workplace.Actively contribute to Probe's commitment to fostering a respectful and inclusive workplace by taking proactive measures to identify and eliminate harassment in any form.Act ethically with integrity, honesty, and trust, to uphold Probe's compliance culture and maintain the highest standards of business conduct.Complete all necessary training requirements and professional development opportunities.Comply with Probe's privacy, data protection and information security policies when handling personal data and uphold high standards of data protection, security and fraud prevention in the course of your employment. This extends to being diligent to protect Probe and client data and assets and never sharing passwords, one time passwords (OTP), multi-factor authentication (MFA) with anyone (even colleagues, supervisors or a client), staying alert for suspicious calls, chats or emails asking for account or personal/login information and not clicking on suspicious links.Support our speak up culture and report suspected or actual improper conduct in accordance with our Whistleblower Policy.Customer ExperienceReceive and respond to users' calls, emails and tickets in a timely and courteous mannerIdentify the users' problem/need and find the appropriate solution in the available resourcesProvide users with answers or guidance on troubleshooting stepsLog interactions and record incidents and service requests in the ticketing systemFollow the standard service desk procedures in classifying, prioritising and escalating incidents to the relevant IT groupsDirect service requests to the relevant IT groupsFollow up with users as needed to ensure the complete resolution of incidents or service requestsTrack the progress of incidents and service requests and provide updates to the users and relevant IT groupsCommunicate to the relevant teams any recurring user issuesStay current with information on applications and processes as well as system changes and updatesComply with Baker Delight's information security policies and proceduresPerform other duties as assigned by the manager or team leaderCore Competencies:Systems Processes & PolicyEnsure all policies & procedures are adhered to, including compliance obligationsImplement functional organisational design & optimal workforce planningEnsure key function policies are in place & are currentDrive & implement operational excellence in function / line of businessEnsure compliance within function / line of businessClient & StakeholdersEstablish & maintain effective working relationships with Managers & peers, employees & key stakeholdersEstablish & maintain internal & external collaborative relationships, including with functional & industry associations, managers, peers & direct reportsEstablish & manage effective relationships with key stakeholders, internal & external, including with functional & industry associations, vendors, Board & Executive teamKey Skills and Capabilities:Excellent communication and data entry skillsThe ability to communicate with a wide range of peopleEffectively prioritise tasks based on urgency and deadlinesPositive attitude and ability to be flexible and work as part of a team to achieve mutual goalsExcellent attention to detail and ability to work under time pressureDemonstrated ability in managing and resolving queries through applied knowledge, well-informed and timely decisions based on functional expertise, regional knowledge, and industry trends within technical constraints of integration partnersProven ability to work autonomously and collaborativelyThe ability to build strong relationships, driving conversation to explore and raise needs, share information, and drive efficiencies.Conflict/Negotiation managementQualifications and Typical Experience:Educational Attainment:Bachelor's degree in Information Technology / Computer Studies / Engineering or similarTwo-year diploma course/associate degree in Information Technology / Computer Systems and Network Technology / Computer Studies / Computer Technician and System Management or similarDesired Years of Experience: Minimum of 1 year experience in a contact centre role providing IT helpdesk/technical supportDesired Industry Exposure: BPO / Information Technology / Computer Studies / Engineering or similarDesired Role Exposure Prior: BPO / IT helpdesk/technical supportWorking knowledge and experience on Service Now is a plusKnowledge of Microsoft Dynamics/Power Apps is a plusOther Position Requirements:Complete tasks delegated/assigned by the Team LeaderPerform other reasonable duties as required
Probe

Makati City, Metro Manila
Permanent
Full-time