Support Desk Specialist International
West Corporation
Makati City, Philippines, Philippines
4d ago

Responsible for :

  • Resolving technical support issues while documenting problems accurately and troubleshooting issues that may arise
  • Create tickets for support desk requests via phone, email, or in person, troubleshooting questions within scope of the position when possible
  • Coordinate new set-ups with tier II support; monitor the status of support desk tickets ensuring they are completed in a timely manner.
  • MAJOR JOB ACCOUNTABILITIES

    Support Desk Function -

  • Resolve technical support issues while documenting problems accurately and troubleshoot issues that may arise while adhering to departmental and corporate policies and procedure
  • Create, tickets for support desk requests via phone, email, or in person, troubleshooting questions within the scope of the position when possible
  • Determine if the service request is within the department's scope of responsibility, if so, analyze and handle the request, assisting the customer until the problem is resolved or needs escalated, if not, route the request to the appropriate department
  • Coordinate new set-ups with tier II support
  • Initiate and drive emergency conference bridges to resolution
  • Monitor the status of support desk tickets ensuring they are completed in a timely manner while maintain up-to-date records of the status of support desk tickets ensuring completion in a timely manner
  • Communicate outages, know problems and updates to customers via IVR messages, broadcasts or other communication methods
  • Update and maintain support desk documentation (e.g., outcomes of service tickets, knowledge base, etc.) with clear, concise explanations in a timely and accurate manner
  • Update information on service requests as necessary, and close out service requests when customers' problems have been resolved, while notifying the customer
  • MINIMUM QUALIFICATIONS

    Applicant for this job will be expected to meet the following minimum qualifications :

    Education

  • High school diploma or GED required
  • Associates degree from an accredited college or university in computer science, MIS or a related field preferred. Equivalent work experience in a similar position may be substituted for educational requirements
  • Experience

  • Minimum two years help desk or technical experience required
  • Technical - Based on area of assignment :

  • Minimum two year experience with Window operating systems and hardware required
  • Minimum two year experience with Web browser installation and configurations required
  • Minimum one year experience with TCP / IP (subnets, firewalls, private IPs, routing, etc.), firewalls, proxy servers, and Internet versus LAN connectivity required
  • Minimum one year experience with customer service desk database software preferred
  • Other

  • Intermediate knowledge of Word, Excel, and Outlook required
  • Industry certifications related to job duties preferred (e.g., CompTIA A+, Network+, etc.)
  • Clearance Requirements

    As assigned, Public Trust or Secret (Applicants selected will be subject to a government security investigation and must meet eligibility requirements for access to classified information).

    Technical

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