Remote Desktop Support Specialist
PEOPLEPLUSTECH
  www.peopleplustech.com
Posted Date: 31-Oct-2019 | Closing Date: 30-Nov-2019
Job Overview
Region Province: National Capital Region, Metro Manila
City: Quezon City
Industry: Information Technology (IT)
Employment Type: Permanent
Position Level: 6 Months to 1 Year Experience Employee
Monthly Salary: 21,000 - 30,000
Specialization: IT/Computer -Network/System/Database Admin
Educational Attainment: Bachelor's / College Degree
Work Experience: None
Preferred Age: None
Preferred Gender: None
Office Location
  Quezon City, Metro Manila, Philippines

Job Responsibilities

Job description:



To provide 1st & 2nd line technical support; answering support queries
via phone, email, Chat and Web



•             To maintain a high
degree of customer service for all support queries and adhere to all service
management principles.



•             To take ownership of
user problems and be proactive when dealing with user issues.



•             Identifying the issue
and categorizing / prioritizing the incident



•             Referring KB for
workaround / resolution and attempting resolution



•             Strong interpersonal
skills are a prerequisite.



•             Ability to work
effectively in a dispersed team and individually.



•             Routing / Chasing of
tickets with other resolver groups



•             Recording trend of
calls and identifying outages proactively



•             Callbacks for customer
not reachable cases & customer request



•             Identifying the trend
of calls / tickets and highlighting it to SDM as applicable for outage
confirmation



•             Creating child tickets
and  tagging them with problem ticket



•             Callback the user and
confirm resolution (where ever applicable)



•             Conduct Audits and
Mentor L1 Team Members



•             Recording/Updating the
outage / bulletin message in Remedy / ACD based on the status update received
by the resolver groups



•             Being compliant to all
process and procedures



 



Competitive salary awaits!

Job Requirements

Qualifications:



- Graduate of any IT related course with at least 1 year of relevant IT
experience



- Undergraduate with atleast 1 year of IT experience



- Excellent English Communication Skill



- Amenable to work in shifting schedule



- Amenable to work in Eton, Centris Q.C.

Others

 If you are interested, send your CV’s to jorgie.gaspar@peopleplustech.com