Job Description

To provide first-line service desk support to external customers, assisting them with hardware and software problems via phone, email, or other communication solutions (E.g., Chat, self-service Portal).The IT Service Desk Agent is responsible for the daily provision of the Services. This includes ensuring that a continually high level of service is provided to the customers as set out in Company's agreements with customers, in the languages described in this document. In order 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

• To provide 1st line technical support, answering support queries via phone and email, or other communication solutions (Eg. 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.

Duties and Responsibilities

• To provide 1st line technical support, answering support queries via phone and email
• 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
• To log all calls in the ticket logging system
• Respond to inquiries 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 the Company's customers
• Continuously monitor outstanding calls 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 Company and Company's customers
• Identify any service-related issues and escalate to the Team Leader
• To provide assistance with ad hoc tasks from Team Leader or SDM that will help fulfill service delivery

Requirements:

• 2 years of IT Service Desk experience
• Good technical troubleshooting skills
• Vocational qualification (MCP or equivalent)
• University-level education
• Fluent English
• Excellent customer service skills
• Excellent communication skills (both written and oral), with the ability to communicate professionally and confidently at all levels
• Experience of using tickets logging systems
• Strong knowledge of Microsoft-based operating systems and peripherals - such as desktop and network printers/copiers.
• Experience with using and troubleshooting Microsoft Outlook within a network environment (permissions, calendar sharing, delegation)
• Experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel and MS PowerPoint - at least to version of Office 2010
• Good understanding of PC hardware set-up and configuration.
• 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 schedule

Languages

• The tasks and responsibilities described here shall be provided in ENGLISH AND ITALIAN

We also reward our staff with great benefits including:

• 13th and 14th Month Pay
• Competitive Compensation Package
• Annual Increase
• Free HMO on day 1 + 1 Free Dependent upon regularization
• Life insurance on day 1
• Non-taxable allowances
• 20% Night differential
• W/ 2500 Vision care allowance annually
• W/ 2,500 Medicine allowance annually

Job Types: Full-time, PermanentSalary: Php110,000.00 - Php115,000.00 per monthBenefits:

• Paid training
• Pay raise
• Work from home

Schedule:

• 8 hour shift

Supplemental Pay:

• 13th month salary
• Overtime pay

Experience:

• Service Desk: 2 years (Required)

Language:

• Italian Language (Required)