Remote Desktop Support Specialist
Posted Date: 31-Oct-2019 | Closing Date: 30-Nov-2019
Job Overview
Region Province: National Capital Region, Metro Manila
City: Manila
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: 1 year
Preferred Age: None
Preferred Gender: None
Office Location
  Quezon City

No Map Details

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

•             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


- 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.



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