Service Desk Associate – Alorica Taguig
Alorica
Taguig, PH
2d ago
source : Bossjob

DESCRIPTION :

Provide the 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, , 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 experience desired. (Open for fresh graduates)
  • 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.
  • investigation and problem-solving skills.
  • Ability to maintain the highest level of confidentiality.
  • Excellent interpersonal, written, and oral communication skills.
  • Ability to in a team fostered environment.
  • Ability to prioritize and organize in a multi-tasked environment.
  • Ability to adapt to a flexible schedule.
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