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IT Service Desk

₱ 45,000.00 monthly ·  Muntinlupa, National Capital Region ·  10 September (updated)



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  • Primary Responsibilities

    • Answer and resolve inbound technical calls at a large corporate Service Desk, efficiently and professionally, in a high volume call center environment that operates 24x7x365.
    • Diagnose hardware, software, printing, and network connectivity issues including LAN, WAN, and VPN access in a Windows 10 environment, offering a variety of level 1 to 2 solutions over the phone, via chat or email. Using remote control tools to assist customers when needed.
    • Assist end users with their endpoint devices, Contact Center solutions applications, Collaboration application such as Webex and Jabber
    • Troubleshoot corporate applications (MS Office Suite, Tableau, Rightfax, Enterprise supported browsers, Java Plug-ins etc.) with the use of a Knowledge Base and assign issues to the appropriate support group as needed
    • Proficiently manage the resolution of inbound technical contacts; balancing customer service, providing support, and issue resolution with the constraints of a call handle time goal.
    • Effectively translate complex, technical concepts into easy to understand language to assist non-technically oriented customers.
    • Demonstrate a highly developed sense of integrity and commitment to customer satisfaction.
    • Accurately, quickly, and efficiently typing record all interactions with customers in an incident management tracking tool.
    • Adhere to policies and procedures regarding the safeguarding of protected information, such as personal health information (PHI/PII) and access to corporate systems.
    • Escalate high priority, high impact issues to the internal support teams.
    • Adhere to a strongly regimented schedule (start/end times, lunches, breaks, non-production time, etc.).
    • Meet or exceed statistical metrics regarding; ticket and contact quality, first call resolution, schedule adherence, and call handle time.
    • Anticipates customer needs and proactively identifies solutions.

    • Bachelor's degree preferred, but HS Diploma/GED and 2+ years of experience accepted
    • 1+ year experience in a call center environment or equivalent
    • 2+ years of experience in technical support (preferably in a Service Desk) with experience supporting from a level 1 to 2 perspective.
    • Experience with MS Office (Outlook, Excel etc) and other enterprise applications support and maintenance
    • Knowledge and extensive Experience with Enterprise approved Browser and Java Plug-in Troubleshooting
    • Knowledge and Experience with Terminal Emulators such as Putty, MobaXterm and others
    • Experience with end user support for Citrix and Virtual Desktop Environments
    • Experience with service ticketing/tracking systems (ServiceNow preferred).
    • Experience with Remote Control/Remote Assistance tools (Bomgar, native tools within Windows, and Altiris (Symantec) preferred).
    • Experience with service ticketing/tracking systems (ServiceNow preferred).
    • Experience with Knowledge Management systems (e.g. Universal Knowledge Suite, ServiceNow, etc)

    • Experience with supporting MAC hard and software
    • Experience in a large corporate environment
    • Exposure to or knowledge of ITIL practices
    • Enjoys challenging troubleshooting situations and pays attention to details
    • HDI Service Desk Certification
    • Must be a self-starter and able to work independently while being part of a decentralized team

  • Requirements

  • Minimum education level: Vocational
  • Years of experience: 1
  • Language(s): Tagalog ,English
  • Availability for travel: No
  • Availability for change of residence: No

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Job summary

  • IT Service Desk

  • Muntinlupa, National Capital Region

  • Company

  • Work type

    Permanent contract

  • Type of contract

    Full Time

  • Salary

    ₱ 45,000.00 monthly

  • Apply