Role : IT Service Desk L1

Company : One of the Global client

Location : Quezon City site

Work Setup : Onsite ( RTO)

Can Start ASAP

Permanent position & Direct Hiring by the client.

Qualifications:

2.5 Years of International/ Global Service Desk Experience in one company
Knowledgeable in SNOW, Active Directory, VPN, MS 365, Remote Tool, Hardware, and Software Troubleshooting, Intune, SLA, KPIs and FCR.
Excellent Communications Skills

Role & Responsibilities :

 Willing to work in 24x7 shifts

 To provide 1st 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.

 Logging / verifying customer details

 Identifying the issue and categorizing / prioritize the incident

 Creating a ticket in ITSM tool

 Referring KB for workaround / resolution and attempting resolution

 Strong interpersonal skills are a prerequisite.

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

 Ticket re-assignment to L2 if ticket unresolved by L1 (where ever

applicable)

 Ticket reassignment to PRG's if ticket unresolved by L1 (where ever

applicable)

 Routing / Chasing of tickets with other PRG's

 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 L2 / TL as

applicable for outage confirmation

 Creating child tickets and tagging them with problem ticket

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

IT Service Desk L1 - Onsite