Junior Service Desk Agent
Vestas
Pasay City
21h ago

Responsibilities

  • Directly resolve incidents & requests as they arrive & escalate advanced cases to higher-level IT support / SMEs
  • Act as the first point of contact for all Vestas IT Users
  • Address / resolve user queries raised via various channels (Call / Chat / Email / Self-Service) along with proper documentation in ServiceNow
  • Maintain ticket hygiene
  • Provide resolution / assign the tickets to the relevant resolver groups
  • Identify and perform an initial assessment of reported critical incidents
  • Refer to knowledge base articles when resolving issues
  • Follow defined processes while attempting to resolve incidents
  • Creating child tickets and tagging them with Parent tickets (where applicable)
  • Qualifications

  • High-quality understanding of the English language - both written and verbal
  • Have solid time management skills and should be able to set priorities when handling multiple cases
  • Experience with or exposure to ServiceNow, Active Directory, Office365, Windows OS, Citrix, Cisco VPN
  • ITIL, MCP or similar certification
  • Competencies

    As a person, you are professional and committed by nature with a good sense of quality. You are flexible with a can-do attitude and an innovative mindset, and you thrive in an exciting environment with progressive people.

    Furthermore, you are / have :

  • Flexible and willing to work on any shift as well as holidays as needed
  • Positive behavior and attitude and can blend well with different kinds of personalities
  • User support mindset, and always putting self in users' shoes
  • Being resourceful as part of going the extra mile
  • Openness to feedback
  • Exposure to the ServiceNow Ticketing tool
  • What we offer

    Vestas offers you improving career opportunities in a global organization. As a well-known supplier of wind power solutions, we have installed more than 48,000 wind turbines in 70 countries.

    We are currently more than 25.000 employees and are eager to welcome new trusted colleagues.

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