IT Helpdesk Associate
Sykes Philippines
Mandaluyong, PH
3d ago
source : Bossjob

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.

MAIN ACCOUNTABILITIES

  • 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
  • operational systems.
  • 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
  • QUALIFICATIONS

    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

    essential functions.

    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
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