It Service Desk

LOCATION: Taguig
WORK SETUP: Hybrid
SCEHDULE: Shifting

*Open for Under graduates/College Level/Vocational/Bachelors Degree of any course
*With 6 months to 2 years experience of solid TSR or Service desk with Telco/Network Background
*With an experience in BPO Industry preferably US, UK, AU/NZ Canada Service Locations.
*Must have Voice Support Experience
*Background that touches computer system, printers, network and device Connectivity
*With 5 weeks training
*Must be open to work Hybrid setup
*Shifting - but more on Nightshift

Triage
? Handle customer questions, incidents and service requests;
? Communicate in the language of the customer by avoiding technical terminologies and jargon;
? Gather information from customer by asking probing questions to analyze symptoms and identify underlying problem/s;
? Assess/determine impact and urgency of the incident to the customer and the business;
? Work to build cooperative relationships with customers;
? Give customers a realistic estimate of the time it will take to resolve an incident or request;
? Escalate ticket to the appropriate level 2 support team and ensure ticket hand off, whenever applicable;
? Log the ticket accurately with all the important information provided by the customer;
? Provide enough information about the customer's issue in the ticket, prior to escalation, to ensure that the Level 2 support team can begin working on resolution for the customer;
? Demonstrate willingness to take ownership of the call by acknowledging the customer's concern;
Diagnosis and Resolution
? Use all available resources (Knova, HPI.SME, etc.) to ensure consistency of resolution and avoid unnecessary escalations;
? Follows the correct troubleshooting steps to resolve password reset and account related concerns;
? Maintain and improve current technical skills, through regular training and coaching sessions;
Compliance to Company Standards
? Avoid and discourage the use of unprofessional language;
? Encourage good security practices, such as following secure password reset rules and PCI compliance standards
? Prevent unauthorized access to proprietary and sensitive company data by following procedures and requiring proper authorization prior to granting access;
? Discourage and report software piracy.