Job Description

T_he role of the IT Service Desk Agent 1.5 is to provide first-line service desk support to external customers, assisting them with hardware and software issues via phone, email, chat, or other communication solutions. The IT Service Desk Agent is responsible for the day-to-day provisioning of the Services. This includes ensuring that a continually high level of service is provided to the customers. To provide this high level of service, the Agent will be required to effectively manage their available resources, including equipment, information, and technologies._

Key Tasks and Responsibilities

• To provide 1st-line technical support, answering support queries via phone and email, or other communication solutions (e.g., Chat, self-service Portal)

• Provide high-level professional IT services in an efficient manner.

• Maintain a quality business relationship with all customers.

• Make effective use of procedural, informational, and technical documentation.

• Share knowledge with other team members as appropriate.

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

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

• To log all calls in the ticket logging system

• Respond to enquiries from clients and help them resolve their hardware or software problems.

• Continuously monitor incoming customer contacts including those made by any of the media available to Transcosmos's customers.

• Continuously monitor outstanding calls or tickets and ensure that provision is made in case of your absence.

• Support users in the use of computer equipment by providing necessary training and advice.

• To allocate more complex calls to the relevant IT Support team member

• Ensure that all customer contacts are handled in a timely and effective manner and within the Service Level Agreements laid down by Transcosmos and Transcosmos’ s customers.

• Identify any service-related issues and escalate to the Team Leader

• To aid with ad hoc tasks from Team Leader or SDM that will help fulfil service delivery.

Requirements

Technical:

• Knowledge and experience of using tickets logging systems.
• Good understanding troubleshooting skill of PC hardware and software, set-up, and configuration.
• Incident management and request management background
• IT support service management experience in a multinational corporate environment
• Strong knowledge of Microsoft-based operating systems and peripherals - such as desktop and network printers/copiers.
• Knowledge and experience with using and troubleshooting Microsoft Outlook within a network environment (permissions, calendar sharing, delegation)
• Knowledge and experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel and MS PowerPoint – at least to version of Office.
• Knowledge and experience using and providing support with the following technology:
• Active Directory
• Office 365, Google Suite
• Service Now, Remedyforce

Behavioral:

• Excellent communication skills (both written and oral), with the ability to communicate professionally and confidently at all levels
• Fluent English
• Excellent customer service skills
• Good personal organizational skills
• Good attention to detail
• Ability to empathize with customers.
• Ability to effectively gauge urgency of incident / request.
• Ability to build effective working relationships at all levels.
• Excellent problem-solving skills
• Ability to apply creativity to resolving incidents/requests.
• Willing to work on shifting schedules and render overtime when necessary.

Qualifications [EDUCATION and/or EXPERIENCE]:

• Proven IT Service Desk experience
• Vocational qualification (MCP or equivalent)
• University-level education

Languages:

The tasks and responsibilities described here shall be provided and delivered in English and Portuguese.

Benefits

As well as the fantastic opportunity to partner with huge global brands and pursue an exciting career with a rapidly growing BPO leader, transcosmos pride itself on a fun, healthy and encouraging work environment in the premium district of Mckinley Hill, Taguig.

We also reward of our staff with great benefits including:

• Competitive compensation packages
• HMO/Medical and dental coverage
• Life insurance
• Non-taxable allowances
• Night differential
• And much much more!

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