PasigThis is an amazing opportunity for someone who is thinking of the big picture in terms of career growth and skills development.
Clear career path, best industry trainings and awesome working environment are among the few things that you can look forward to and to get excited about this role.
Company Profile : Our client is a multinational company that provides total quality assurance to industries worldwide. For more than 130 years, companies around the world have depended on our client to help ensure the quality and safety of their products, processes, and systems.
They are an industry leader with a presence of more than 40,000 people in 1,000 locations over 100 countries. They are currently establishing a global IT support team for their Manila IT captive center.
They need someone who can provide excellent client support to the clients. Overall purpose and responsibilities of the role : The role is responsible to be the first point of contact for technical support issues across the Australasia region.
You will ensure end-user support enabling employees to accomplish business objectives. This includes receiving, prioritizing, documenting, and actively resolving end user help and service requests including the execution of IT purchase requests.
Skills / Qualifications : At least 1 year experience troubleshooting and resolving computer problems at the PC level. Experience in a support-
based role. Experience in using the latest technologies for managing systems. Experience in troubleshooting and problem resolution.
Working knowledge of Microsoft Windows, MS Office and Active Directory. Experience with IT Service Management tools. Self-
motivated, organized, and detailed oriented person. Has the desire to stay up with technology changes. Able to read, analyze, and interpret technical and business documentation.
Ability to communicate in English effectively both verbally and in writing. Ability to effectively present information and respond to questions from various levels of management and users.
Ability to work independently with minimal supervision. A team player, able to work with peers on tasks and projects. Advantageous Skills : MCSA Certified or willing to work towards it, as training will be provided.
Duties and Responsibilities : Field incoming help requests from end users via telephone and e-mail in a courteous manner and perform initial technical support.
Record 100% of all customer contacts, service requests and incidents in the company IT Service Management tool. Build rapport and elicit incident or request details from end users.
Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
Prioritize incidents and requests. Where required, escalate issues to L2 / L3 support groups and 3rd party support when appropriate via defined escalations procedures.
Record, track, and document all actions taken to resolve issues, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
Create, change and delete accounts (including Active Directory, E-Mail, folder and database administration, security permissions and others) according to company policies and procedures.
Adhere to all Intertek policies and procedures, including with regards IT, HR, OH&S, workflow and quality. Other duties as directed by the IT Manager.
Job Type : Permanent Emp Type : Full-time Location : Ortigas Center, Pasig Industry : BPO Expertise : IT Infrastructure