Helpdesk Staff - 1Yr Experience

Duties and Responsibilities
1.
Provides answers to clients by identifying problems, researching answers, and guiding clients through corrective steps
via phone or e-mails.
2.
Improves client references by writing and maintaining documentation.
3.
Create service tickets for proper coordination to technical department.
4.
Investigating and diagnosing incidents and researching solutions.
5.
Providing status on service request to customers.
6.
Escalating incidents and service requests to the next level of support.
Requirements:
Education Vocational Diploma/Short Course Certificate, Bachelor#39;s/College Degree
Experience Minimum of 1 Year

1.
Pay attention to details
2.
Have business awareness
3.
Consistency of tickets and email update

Personal
Characteristics

1.
Active listening on complaint and work to find an effective solution.
Specific Trainings If
Needed For The Job
Key Performance Measurement Indicators
1.
Successful closed tickets within 2 days from service done date.
2.
Resolve daily tickets within 3 days SLA.