Candidate must possess at least a Bachelor's / College Degree , Computer Science / Information Technology, Engineering (Computer / Telecommunication) or equivalent.
At least 1 year(s) of working experience in the related field is required for this position.
Applicants must be willing to work in Mandaluyong.
Preferably 1-4 Yrs Experienced Employees specializing in Technical & Helpdesk Support or equivalent.
Full-Time position(s) available.
Skills & Qualifications and other requirements :
Answers Service Desk telephones for assigned account(s) and responds to moderately complex customer inquiries to ensure customer needs are met
Assists the customer in resolving complex technical problems on a primary account by providing guidance regarding software and hardware problems.
Resolves and / or refers highly complex technical problems as appropriate.
Follows up with customers to ensure that customer inquiries are resolved within the contracted or agreed upon time frame.
Logs and tracks inquiries using a problem management database and maintains history records and related problem documentation.
Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are successfully resolved.
Analyzes and evaluates inquiry / problem reports and makes recommendations to reduce help desk call rates.
Job Description :
Acknowledge service requests, incidents or queries via Ticketing, Phone, Skype and email
Ability to see the change in priority of handling of issues and adapt.
Organizes and addresses assigned tickets in appropriate work queue and priority
Maintain IT inventory / asset management for assigned region and location
Metrics Reporting of team initiatives to IT Management