It Service Desk

LOCATION: Taguig
WORK SETUP: Hybrid
SCEHDULE: Shifting

Open for Under graduates/College Level/Vocational/Bachelors Degree of any courseWith 6 months to 2 years experience of solid TSR or Service desk with Telco/Network BackgroundWith an experience in BPO Industry preferably US, UK, AU/NZ Canada Service Locations.Must have Voice Support ExperienceBackground that touches computer system, printers, network and device ConnectivityWith 5 weeks trainingMust be open to work Hybrid setupShifting - 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 standardsPrevent unauthorized access to proprietary and sensitive company data by following procedures and requiring proper authorization prior to granting access;Discourage and report software piracy.