Mandarin Service Desk Analyst
J-K Network Services
Quezon City, Philippines
1d ago
source : Bossjob

Handle e-mails within IT Service Desk Queues and open incidents / requests based on the information gathered from customers.

  • Provide first level technical support by responding to queries over the phone or email.
  • Limited use and / or application of Service Desk procedures, processes and concepts with close supervision.
  • Monitor own dormant tickets assigned to the Service Desk Queues and provide necessary action for completion or escalating to the correct workgroup.
  • Accurately document the details of request or issue raised by user including the troubleshooting steps performed in the ticket.
  • Creates a positive customer support experience through handling concerns in a highly professional manner.
  • Adheres to the organization’s internal policies and procedures including shifting schedule and proper state usage in ININ.
  • Achieve the targets set based on the standard KPI.
  • Follow specific detailed instructions.
  • Follow-up with customer to gain additional information or required document.
  • Utilize the Knowledge Management Tool in HP Service Manager to respond accurately and effectively to requests or issues.
  • Performs other duties as assigned.Education : BS Computer Engineering / Information Technology
  • Specific Knowledge & Skills o Demonstrated basic knowledge and experience of the following platform / technology : Windows Operating System (Microsoft Active Directory, Microsoft Windows 2003 or higher) MS Office Products Hp Service Manager Local Area, Wide Area and Wireless Networks SharePoint 2010 / 2012 o Fluent in both written and spoken Mandarin
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