Role: Service Desk Analyst L1 Voice Support
- Work Location: Science Hub Tower or One World Tower, McKinley Hill, Taguig City (We are few blocks away from Venice Grand Canal Mall)
- Work Schedule: Candidate must be amenable to work in graveyard shift or shifting schedule.
- Work Set Up: This 100% onsite/office reporting.
Candidate must possess at least a Vocational Diploma / Short Course Certificate, Computer Science/Information Technology or equivalent.- Good communication skills.
Must be amenable to work in shifting schedules.
- Must be okay to work 100% on site.
Immediate Joiners are preferred.- With relevant experience for IT-Related Job, Service Desk, and CSR position.
- Responsibilities include:
Open, log, prioritize, assign, close tickets logged in the IT Service Desk.- Query the user for all relevant information concerning the call made or issue reported by the user.
Attempt to resolve the defined inquiries while on the telephone, to meet the agreed upon Service Level for First Call Resolution.
- Re-route misdirected calls.
Escalate tickets not resolvable by SD, in accordance with client's escalation procedures.- Provide status updates on Tickets to users.
Re-open Ticket / Create new ticket for follow up if the user indicates that the inquiry was not resolved to their satisfaction.
- Able to make sound decisions and work with minimal supervision.
Excellent interpersonal skills to foster cooperation among users, support teams and peers.
Job Type: Full-time
Benefits:Schedule:Supplemental Pay: Quarterly bonus
