Helpdesk - Agent

Key Accountabilities:

• Handle incoming calls with professionalism and efficiency
• Triage issue based on knowledge base articles within ITIM tool
• Escalate issues to next level of support where required through a defined process
• Maintaining written documentation on each contact with clear details on issue and triage steps taken
• Responding to client requests (telephone email chat) for infrastructure support to defined service level objectives
• Tracking and/or monitoring the incidents to insure a timely resolution
• Ensure to follow company guidelines and best practices for security and the protection of information
• Keep up to date with the changes in the environment and communications that are sent out

Qualifications & Competencies:

• Must have a minimum of 12 year of level 1 or 2 Service desk experience
• Must have a minimum of 1 2 years of experience working with remote support tools
• Minimum 2 years working in a PC environment
• Excellent communication skills (oral and written)
• Experience with troubleshooting hardware and software A is an asset
• Previous experience with Bulloch BT9000 system would be considered a strong asset
• Previous experience with a financial service desk would be considered a strong asset
• Ability to understand customer needs and expectations provide excellent service in a direct and indirect manner and fulfill customer expectations
• Knowledge of and ability to provide effective and efficient realtime support for a variety of desktop technology users
• Knowledge of approaches tools and techniques for anticipating recognizing and resolving technical (hardware software application or operational) problems
• Amenable to work fulltime onsite ( Ortigas Pasig )

• Salary Package: 26000
• Plus Incentives
• Premium Pay
• HMO
• Group Life Insurance
• 15 Service Incentives Leaves

Remote Work :

No