KMC Solutions
Makati City, PH
2d ago

Functional Overview :

Service Desk 1 main responsibilities are answering, prioritizing, and responding to incoming calls, tickets and email request for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.

Duties and Responsibilities :

  • Answers phone calls and responds to moderately complex customer inquiries
  • Log, Acknowledge, Categorize and Prioritize all issues or request tickets
  • Assign tickets and inform the appropriate group for further troubleshooting
  • Check emails regularly and make follow up of tickets beyond SLA
  • Provide the user with the status updates as defined in SLA
  • Diagnose and resolve hardware and software problems
  • Provide technical assistance to all end-users both internal and external clients
  • IT support relating to technical issues involving but not limited to Microsoft’s core business applications and operating system
  • Perform additional task that may be assigned by the immediate supervisor
  • Minimum Competencies :

  • Maintain and enhance customer satisfaction and provide service in a respectful, courteous and positive manner
  • Ability to communicate effectively with all levels of staff : verbal, written and listening
  • Must be punctual, detail-oriented and self -reliant
  • Minimum Qualifications :

  • Candidate must possess at least Bachelor's / College Degree in Computer Science / Information Technology or equivalent
  • 1 Year minimum experience in IT service desk and / or technical support position
  • Customer Service oriented, resourceful and self-motivated
  • Knowledgeable in MS-Windows Environment, MS-Office and Office 365 applications
  • Excellent in English communication skills both verbal and written
  • Strong analytical and problem resolution skills
  • Able to manage tasks with minimum supervision
  • Willing to work on shifting schedule, Holiday, weekends and Night shift
  • Experience and knowledgeable in Active Directory and ticketing System is a plus
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