IT Service Desk L1 - Onsite

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)