service desk AssociateAlorica

Requisition ID: 180733
Job Category: IT
Location: Philippines-Taguig-Taguig-Fort Bonifacio, PHP
Posted Date: 1/26/2022 10:01:57 AM
DESCRIPTION:
Provide first level of end user support via telephone and chat conversations by diagnosing and resolving VPN, hardware, applications, and operating systems issues.
PRINCIPAL RESPONSIBILITIES:
· Ensure customer satisfaction by responding to calls and chats to Service Desk.
· Provide technical support to computer end users via the following methods: phone, chat, email, or remote access.
· Conduct 1st level problem determination using documented procedures and available tools.
· Log, track, and close Incident Tickets and IT Service Requests in Service Now.
· Record problem symptoms and status information in a timely manner to escalate and communicate with the appropriate IT staff.
· Maintain and enforce company policies and standards regarding use of hardware, software and information resources.
· Provide feedback to management concerning possible problems or areas of improvement.
· Make recommendations to implement improved processes.
· Perform other duties as assigned by management.
QUALIFICATION REQUIREMENTS:
· Bachelor's Degree or equivalent relevant work experience desired.
· Knowledge of Microsoft Office applications.
· Knowledge of Windows operating systems.
· Experience in intermediate Active Directory user administration and Virtual Private Network set up preferred.
· Excellent customer service skills.
· Strong investigation and problem-solving skills.
· Ability to maintain the highest level of confidentiality.
· Excellent interpersonal, written, and oral communication skills.
· Ability to work in a team fostered environment.
· Ability to prioritize and organize work in a multi-tasked environment.
· Ability to adapt to a flexible schedule.
Alorica

Fort Bonifacio, Makati City, Metro Manila Taguig City, Metro Manila
Permanent
Full-time