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HR Network Inc.

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54 reviews

IT Helpdesk Consultant - Makati

Makati

Makati, National Capital Region ·  21 September (updated)

  • Description





  • Work Location: Ayala Avenue, Makati City

    Job Summary:

    Under the direction of the Line Manager, responsible for support and installation of IT Products & Services provided by the company to their customers. Record all service calls. Troubleshoot and resolve incidents within SLA.

    Roles and Responsibilities:

    1 Customer service

    -Provide professional, polite and timely service to all customers, internal and external

    -Assist customer with a handle time appropriate to the issue

    -Provide the customer with regular updates

    -Consistently meet set Service Levels

    -Serve as a liaison between business units and customers

    -Ability to communicate effectively with all level of end users

    -Ensure installation and support is at the highest quality for our customers.

    2. Incident management & Installations

    -Log all contacts (feedback, incidents, requests for service & request for information) received via telephone, -email, internet and fax within our Incident Management System

    -Ensure installations are carried out on EID date in the WIP

    -Provide initial diagnosis and resolution of service calls from the company's customers.

    -Provide initial work around to restore service to customer

    -Liaise with product specialists to ensure service calls are resolved within agreed service targets.

    -Update Incident Management System with comments, Internal and/or Customer as required

    -Assign the service call to the appropriate assignment group

    -Track the progress of the incident to ensure service is restored within the agreed targets

    -Regularly update open incidents with appropriate comments to reflect actions and progress

    -Escalate to Team Leader when a target is in danger of being breached

    Qualifications:

    -Graduate of Bachelor's Degree in IT or equivalent

    -Strong English Communication Skills (verbal and written)

    -Must have Experience in a Help Desk/Technical Support Environment

    -Must have experience in SQL

    -Exposure with Accounting Software or Automotive Dealership Exposure is a PLUS

    -Willing to work following Australian Time and Public Holidays. Shifting Schedule (24/7), time varies between 4AM to 4PM.

    -Applicants must be willing to work in Makati City.



  • Requirements

  • Minimum education level: Bachelor´s Degree
  • Years of experience: 2
  • Language(s): English ,Tagalog
  • Availability for travel: No
  • Availability for change of residence: No

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Job summary

  • IT Helpdesk Consultant

  • Makati, National Capital Region

  • Company

    HR Network Inc.
  • Type of contract

    Permanent contract

  • Work type

    Full Time

  • Apply