service desk - pioneer account - pioneer account - Quezon CityWeLink Management Consultancy Services

Description
Welink MCS is hiring for a Service Desk - Pioneer Account - Pioneer Account - Quezon City in behalf of a client partner in the BPO Industry
Location: Centris, Quezon City
Work Schedule: Shifting (24/7)
Email: ***@welinkmcs.com or ****@welinkmcs.com
Outline Role:
• Provide first and second line process and technical support to internal staff of a company.
• Working with applications/systems to undertake analysis, diagnosis, and resolution of staff IT problems.
• Provide support for basic incident resolution and requests reported.
• Initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of application software products and/or infrastructure components.
Duties and Responsibilities:
• Act as a single point of contact for phone calls, emails, chats, and self-service tickets from staff regarding IT issues and queries.
• Receiving, logging, and managing calls from internal staff via telephone, email, chat, voice mail, self-service, etc.
• 1st and 2nd line support - troubleshooting of IT related problems from in-house software to hardware.
• Escalate unresolved calls to the infrastructure support teams
• Log all calls in the Service Desk ticketing tools such as ServiceNow,
• Identifying the issue and categorizing/prioritizing the incident and service requests
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress promptly
• To maintain a high degree of customer service for all support queries and adhere to all service management principles
• Provide basic in-house training in MS Office applications used within the Association (Word, Excel, Outlook, PowerPoint)
• Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups, etc.
• Being compliant with all process and procedures
• Understand the SLA/SLOs of the accounts and work accordingly to deliver service to customers.
Qualifications:
• ITIL Foundation Certification is preferable but not essential
• Technical knowledge on troubleshooting Windows/MAC OS and Office applications
• Excellent Communication in the respective native language (Verbal & Written)
• Complete at least 2yrs in College (72 units)
Requirements
• Excellent in communication skills and telephone manner.
• Excellent in organizational skills
• Complete at least 2yrs in College (72 units)
• 1.5 years previous IT Service Desk and/or Call Centre experience required
• Have a strong knowledge of Microsoft based operating systems, Microsoft Office applications, and MAC Operating systems
• Available to work in 24/7 rotational shifts
• Excellent Communication in the respective required language (Verbal & Written)
Requirements
Minimum education level: Vocational
Years of experience: 1
Language(s): English
Availability for travel: Yes
Availability for change of residence: Yes

₱ 23,000.00 monthly ·  Quezon City, National Capital Region ·  Today, 04:04 PM
Work type
Full Time