Helpdesk - Service Desk Associate
Mandaluyong, Metro Manila, National Capital, PH
6d ago

TeleTech is seeking a Helpdesk-Service Desk Associate Technician to join our Information Technology team.

Our global IT organization of 500 supports the entire enterprise that encompasses over 40,000 users across our businesses aligned in four pillars - Customer Care, Technology Services, Strategy Services, & Growth Services.

What you’ll be doing :

The Helpdesk - Service Desk Associate Technician is responsible for documenting in detail; all issues / service requests from end users, including the call description, course of action taken to investigate the problem and the final problem resolution.

What we’re looking for :

  • Handles inbound phone calls and logging tickets in the ticketing system
  • Manages emails and web based ticket queues
  • Analyst is expected to take ownership of emails that arrive in the team mailbox and reply to the sender with a status of the issue
  • Web based ticket are submitted for non-critical requests / problems, and the analyst is expected to resolve the issue or escalate it to the appropriate team for resolution
  • Administers conference bridges during major outages
  • Document progress of resolving the issue and results of testing fixes
  • What skills you’ll need :

  • BA / BS degree or equivalent experience
  • Desktop support / troubleshooting
  • Understanding of basic network connectivity and troubleshooting
  • Understanding of MS Outlook client configuration with Exchange a plus
  • Ability to multitask in a highly stressful environment
  • Experience in a call center environment a plus
  • Who We Are :

    TeleTech is a pioneer in customer experience, engagement and growth solutions. Our 40,000+ employees serve customers in more than 80 countries and 50 languages across social, mobile, and digital channels.

    We utilize a holistic approach, applying solutions from our four customer experience segments Consulting, Technology, Care and Growth to help companies provide an amazing experience to their customers, inspire customer loyalty, and grow their business.

    Our employees live by a set of customer-focused values that guide relationships with clients, their customers and each other.

    Our Care organization utilizes an integrated platform of people, process, and technology leveraging more than 30 years of best practices to build customer value.

    Simply put, our Care team has a legacy of success. The Helpdesk Service Desk Associate Technician is a key part of this team, and will impact our global operation as part of a world class team of professionals.

    What We Offer :

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