To provide a professional and efficient entry-level customer support / service function for all Sykes Clients / Account Team across all Sykes Philippines / Australia / India Centers, in line with Sykes and client contractual requirements via email and phone callbacks.
Attempt to provide customers with needed information or to resolve their problems. Technical generalists
generally staff first-level support groups; they are expected to resolve a high percentage of common
problems. They will also have some system monitoring and first-level escalation responsibilities for
MS Exchange Server administration : mailboxes, folders, distribution groups, calendaring, etc.
Manages ComITTS for Request and Incident Management within the SLA
Network Troubleshooting (internet, intranet, clients tools, etc)
Basic Server Troubleshooting (MS Exchange, File / Printer, SEPP, etc)
Basic database troubleshooting
Windows OS / Office applications software and hardware troubleshooting
Password reset and unlock
VISP / VPN Connectivity issues
Remote user support
System account setup, resource access
How-to questions (Client Tools, Sykes Tools, MS Office, Windows OS, Browsers, etc.)
Client Tools connectivity troubleshooting and support (Across all Sykes Philippines / Australia / India Sites Accounts)
Basic Videoconference support
Basic Printer / fax questions
Evaluates, and prioritizes incoming telephone, voice mail, e-mail, chat, and in-person requests for
IT assistance from users experiencing problems with hardware, software, networking, telephony and other computer-related technologies.
Handles multiple critical issues.
Coordinate closely with the next level of support (i.e. End User Support, Administrators, Specialists, and Engineers) in resolving issues received thru the Helpdesk.
Provides first-call resolution (phone) support to users by offering set solutions to problems.
Logs and tracks call using problem management database and maintain history records and
related problem documentation.
Able to efficiently close tickets assigned to Tier 1.
Releases IT Helpdesk Advisories for any IT announcements and status updates of any issue within the service level set.
Responsible to update the customers and end-users thru phone, email about the status of the issue / request until resolved.
Monitors and records the progress and status of all cases to ensure that the committed service level is fulfilled.
Familiar and able to support at least 80% of client-specific applications by following proper escalation procedures. Coordinates the delivery of required services or solutions by a team of technical specialists or systems engineers.
Escalate / Report issues, problems to appropriate external vendors, client IT, Sykes Service Desk, and Sykes Corporate IT.
Other similar tasks not otherwise specified
To perform this job successfully, an individual must be able to perform each primary duty and responsibility
satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability
required. Reasonable accommodations may be made to enable individuals with disabilities to perform the
EDUCATION and / or EXPERIENCE
University Degree or the equivalent
Customer service experience
Technical Support experience from a call center environment
TECHNICAL OR SPECIFIC SKILLS
Excellent customer service skills
Experience with Windows OS and Windows Office applications
Problem solving skills
Strong written and oral communication skill