First-line Support: Receive and respond to incoming technical support requests through various communication channels, including phone, email, and chat.- Issue Triage: Accurately assess and categorize technical issues, prioritize them based on urgency, and escalate more complex problems to appropriate teams or SMEs.
Problem Resolution: Provide prompt and effective solutions to common technical problems included in the runbook/troubleshooting guides.
- Documentation: Maintain detailed and accurate records of all customer interactions, issues, and solutions in a ticketing system.
Knowledge Sharing: Contribute to the knowledge base by documenting solutions to common problems and sharing insights with the team to improve overall support efficiency.- Client Education: Offer guidance and assistance to clients for basic troubleshooting and self-help solutions.
Remote Assistance: Utilize remote desktop tools to access and troubleshoot clients computers, servers, and devices.
- Customer Service: Provide excellent customer service by addressing client inquiries professionally and courteously, managing expectations, and ensuring client satisfaction.
Incident Management: Manage and track incidents and service requests to meet defined service level agreements (SLAs).- Continuous Improvement: Stay up-to-date with industry trends and technologies, and actively seek opportunities for process improvement within the service desk.
Job Type: Temporary
Contract length: 6 months
Pay: Php16,- 00 - Php18,000.00 per month
Schedule: - Shift system
Ability to commute/relocate:- Quezon City: Reliably commute or planning to relocate before starting work (Preferred)
Application Question(s):- Are you willing to have a shifting schedule
Education:
Experience:- IT Service desk or Service desk: 2 years (Preferred)
Willingness to travel:
100% (Preferred)
