Service Desk Specialist
Hunter's Hub Inc.
- Quezon City, PhilippinesUnit 1902, Cityland 10 Tower 2, 154 H.V Dela Costa St. Corner Valero, Bel-air, Makati City, Quezon City, Metro Manila, PhilippinesQuezon CityMetro ManilaPhilippinesPhilippines
- Full timeFULL_TIME
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
Minimum Qualifications
Customer service orientation
Excellent English communication skills (verbal and written) with neutral accent
Active listening skills
Computer and keyboard skills (working knowledge of PCs e.g. MS Office)
Teamwork
Reasonable analytical skills
Situation handling skills
Good motivational fit (job, organization, location)
Willing to work on shifting schedules, grave yard shift, holidays or rest days as may be required by business exigencies
Keep oneself updated, aware of, and compliant to all Company policies and procedures which include Information Security Management Systems
Keep all company information which includes customer information confidential and secured
Candidate Specifications:
Completed at least 2 years in college
Experience in similar role may be required in specific programs with varying years of experience
Jobs Summary
- Job Level
- Entry Level / Junior, Apprentice
- Job Category
- IT and Software
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Sometimes
- Office Address
- Cityland 10 Tower 2, 154 H.V Dela Costa St. Corner Valero, Bel-air, Makati City