Job descriptionProvide technical help for users of an organization. Service desk respond to inquiries, and they evaluate and resolve issues relating to IT equipment and applications. They provide technical care for any aspect of the information systems unit, including system hardware, operating systems, applications, and network related issues.
- ROLE AND RESPONSIBILITIES
- Provide comprehensive first-tier phone support for the efficient resolution of technology problems and requests for Dynamic Quest clients.
Resolve 60-70% of user tickets via phone, email or chat.
- Log, categorize and prioritize all calls.
Assist users with technical knowledge to resolve software and hardware issues- Handle end user ticket/queries and requests from end users, either via email or over the phone.
Responsible for answering telephone calls in a polite and timely manner whilst achieving agreed call wait levels. To ensure all calls are logged accurately and categorized correctly with all relevant information being recorded.
- Ensure that all emails are logged correctly and in a timely manner and that all information is accurately collated to enable the Service Desk or other teams to easily assess the requirements and respond to
customers and the business within the agreed service level targets
- To ensure that Operational Level Agreement and Service Level Agreement levels are always adhered to
To prioritize workload, and escalate high priority calls to the Service Desk Manager, Technical Supervisor or Technical Operations Manager as necessary- Resolve issues utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning skills, and a high level of individual judgment to ensure outcomes of customer
satisfaction.
- Manage and triage multiple incoming priorities effectively by understanding customer needs and meeting service level requirements.
Identify potential system problems and escalate to department contact for resolution.
- Work with customers in establishing the appropriate expectation and response time
Further develop technical aptitude and customer service knowledge, skills, and abilities.- Displays a solid knowledge of major desktop software applications and networking concepts.
Works independently on complex tasks with some technical and management guidance.
- May participate in some projects and virtual teams.
To work using own initiative and work within a team environment- To understand and undertake the roles and responsibilities outlined in the Incident management process to the highest standard
To strive to deliver continual service improvement, proactively suggesting improvements to the incident management process to the Incident manager or other process areas as identified
2
- To manage and hand-off incidents and service requests to off-shore locations and coordinate with these teams as necessary
To maintain a comprehensive understanding of the Service Desk Knowledgebase and CMS, using these tools to deliver an unparalleled customer service experience- To strive to attain the highest possible first-time service resolution rate for clients.
To actively promote the Service Desk team to adhere to good practice and ITIL process wherever necessary
- To liaise with other members of the Service Desk in relation to Incidents and Service Requests and to maintain strong general communication lines
To maintain an up-to-date level of knowledge with regards technology, security policies and company standards- The role holder would be expected to develop a comprehensive knowledge of the company's business plans and organization, including key users of technology and their needs
Support department-wide operations by creating, editing, and maintaining IT knowledgebase/documentation to be validated by Technical Lead (SME) prior publishing.
- QUALIFICATIONS AND EDUCATION REQUIREMENTS
- Bachelor's degree in Computer Science, Information Technology, or a related field
2 years minimum experience working in service delivery for clients with demanding SLAs ITILawareness, ideally to at least Foundation level
- 2-5-year experience in IT Service Desk environment, in a fast-paced though structured environment
Experience supporting MSP client located in United States or global support is a plus
- An excellent telephone manner is required together with the ability to handle challenging supportsituations with a calm and methodical approach
Desirable to have previous experience of working with Service Desk ITSM tools, CRM, or other relevantService Management tool- Desirable to have experience of working with Active Directory, Office 365, Windows and Macenvironments. Basic knowledge of networking concepts, wireless technologies and remote desktop
tools.
- Relevant experience in a Service Desk or Contact Center environment
Strong Team Player, excellent communication skills, excellent organizational skills, self-motivated /drive, Flexible
- Good interpersonal skills for written, oral and face to face communications, both within Technology and the business
Requires critical thinking skills, effective communication skills, decisive judgment and the ability to work with minimal supervision.
- Desirable to hold Microsoft Certified Professional, Microsoft Technology Specialist or equivalent
technical certification
- Specialized certifications from organizations like CompTIA or product manufacturers like Cisco may be preferred/required
- Position Shift: Monday to Friday, 8:00PM - 5:00AM PHT (8:00AM to 5:00PM EST)
Location: Clark Freeport Zone, Pampanga, Philippines
- Position Type: Full Time Employee
Salary: To be determined based on qualification associated with job role- Work set-up: Temporary WFH for Cebu-based new hires (subject to change to Hybrid)
Job Type: Full-time
Benefits: Employee discount
Life insurance- Opportunities for promotion
Work from home
Schedule:
Monday to FridaySupplemental pay types: Overtime pay
* Quarterly bonus
