Job Summary: Under the direction of the Line Manager, responsible for support for the provision of IT Products & Services provided to customers. Record all service calls. Troubleshoot and resolve incidents within the Incident Response Guidelines (IRG) and any support agreements put in place
Primary Duties:
Provide professional, polite and timely service to all customers, internal and external
Assist customer with a handle time appropriate to the issue
Take and make calls as required
Assist colleagues with issues including troubleshooting incidents with appropriate escalations.
Provide the customer with an initial and regular updates on incidents within the IRG
Triage and prioritize incidents accordingly
Ability to communicate effectively with all level of end users
Analyse recurring issues and report them to the team leader
Consistently manage own incident queue, within IRG and follow defined Helpdesk operating procedures
Report daily activities when required ie during working from home
Attend all in house and/or outsourced training and events
Regularly update objectives and key result areas such as Drive21, Skills Base, etc
Expectations:
Log all contacts (feedback, incidents, requests for service & request for information) received via telephone, email, internet and fax within our Incident Management System
Provide initial diagnosis and resolution of service calls from Pentana Solutions customers
Provide initial work around to restore service to customer
Update Incident Management System with comments, Internal and/or Custome 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 Meet deadlines as agreed with the business or customer
Qualifications:
IT or Accounting Tertiary qualifications
Automotive qualifications or experience highly desirable
Intermediate to Advance support skills in Accounting
Intermediate SQL knowledge
Experience & Knowledge:
Experience in a Service Desk Environment highly desirable
Attributes:
Confident
Out of the box thinking
Results driven
Abilities:
Ability to communicate effectively with all level of end users
Ability to function effectively as part of a team and action incident tickets individually.
Ability to work under pressure
Attributes:
Punctuality & Reliability
Self-motivated
Willingness to learn
Attention to detail
Responsibility & Accountability
Empathy for the customer
Working Hours:
Customer Services operates on 24/7 and on Philippines Holidays Standard hours of work are 40 per week – with weekend, late night and public holiday work as the business may require. Your work hours may vary reasonably depending on the Customer Services assigned roster/schedule. Pentana Solutions reserves the right to change/modify schedules and rest days as the business may require
Special Job requirements
With appropriate notice, shift rotation may occur from time to time, depending upon the needs of the business
