service desk AnalystHCL Technologies

Responsible for supporting users with a strong focus on providing excellent customer service. This position will handle the helpdesk hotline, log and track requests and incidents, provide L1 troubleshooting. Handles the Helpdesk hotline during office hours. Log and track all requests and incidents reported through hotline, email, voice calls, tap-on-shoulder, etc. Provides technical support, training, and guidance to users over the phone, remote login, or face-to-face. Responds to incidents within SLA or within a timely manner with appropriate level of urgency, and follows up with customers on all issues Escalates and coordinates Service Desk requests (incidents/questions) to appropriate L2/3 support personnel Assists in the installation, training, maintenance, troubleshooting and repair of desktop technology hardware and software Assists in the setup and operation of audio visual hardware as required including Video Conferencing Assists in disconnecting, moving and reconnecting desktop technology hardware for single user, multi-user and office moves Administer user accounts via Active Directory and other related tools Occasional assistance in administration of local servers, switches, and IP phone systems Configure and maintain local printers and multi-function devices Manage and maintain accurate inventory of local hardware assets including: PCs, mobile devices, peripherals and wireless devices Coordinate hardware and software requests, ordering items once approved and timely processing of invoices for approval Supports team's abilities and functions through positive customer relations Contributes to the improvement and enhancement of processes and procedures Performs related duties as assigned by management. Please share your resume on [HIDDEN TEXT] with your current salary, expected salary and notice period, if interested for the role.
Monster

Manila City, Metro Manila
Permanent
Full-time