Service Desk Agent - Tier 1

• Monitors system alerts and facilitate process and handle incidents to ensure restoration of normal services and minimize impact on customers
• Acts as a single point of contact to all customers and responds to inquiries via phone calls emails and web portal
• Manages customer incident life cycle including escalation follow up with NOC incident and activities updates and constant communications with customer to provide right level of visibility and status
• Records classifies prioritizes all incoming customer incidents and endures proper data collection complete incident documentation and prompt updates
• Troubleshoots issues based on standard operation procedure and follow up with 3rd party manufactures vendor suppliers and telecom on behalf of customers to resolve incident
• Maintains and improves customer satisfaction experience and confidence through sustainable scalable and available service delivery operations
• Escalates incident as necessary internally or to 3rd party bases on contracted and expected SLAs
• Schedules onsite dispatch for internal or 3rd party resources
• Maintains consistent communications with all parties including customers internal resources and 3rd party and coordinate activities as needed

Qualifications:

• Graduate of IT relatedcourse
• Must have more than 2 years of IT Service desk or related experiences
• Knowledgeable in Windows 10 OS Office 365 Exchange Administration Active Directory Intune computer hardware etc.
• Showcase good interpersonal skills.
• Ability to work under pressure.
• Must have good judgment in handling serious customer problems
• Must be flexible with work schedule
• Must be amenable to work onsite ( Ortigas Pasig )

Remote Work :

No