Technical leadACTION LABS I.T. SERVICES PHILS., CORP

Description
Qualifications:
- Bachelor's Degree Holder in any IT related Course.
- At least 2 to 3 years of relevant working experience.
- Willing to work in Makati.
Scope of Work:
- Responsibilities include initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of application software products and/or infrastructure components.
- Responsible for collecting information through a customer conversation, accessing support tools, and additional support staff (service resources) if needed.
- Problems beyond the scope of their ability or responsibility are resolved by engaging in a timely manner other service resources from facilities, division or corporate groups, or the corporate service desk.
- Addresses and resolves basic incidents and requests; logs all incidents and requests; engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.
- Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
- Ensures the end-to-end customer experience and provides a single point-of-contact for the customer.
Analyzes and resolve incidents and requests regarding use of application software or hardware.
- Logs and tracks incidents and requests from identification through resolution.
- Follows up with other support staff (service resources) involved in resolving to ensure incidents are resolved, requests are filled, and the customer communication is complete.
- Documents, resolutions and updates self-help and staff knowledge bases.
- Grows general knowledge of current corporate, division, and facility-specific products, increasing ability to resolve requests on first contact.
- Provides after hours and on-call support as needed.
Requirements
Minimum education level: Bachelor ́s Degree
Years of experience: 2
Language(s): English
Knowledge: Project management, Information technology
Availability for travel: Yes
Availability for change of residence: Yes
People with disabilities: Yes

Makati, National Capital Region ·  Now