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IT Service Desk (ASAP) - Ortigas

Keywords / Skills : Service Desk, Helpdesk, IT service desk, Service desk analyst, Technical helpdesk, IT support, Ticketing Tools, Incident Management, Problem management, ITIL, Ticketing

1 - 2 years
Posted: 2018-10-30

Nationality
Philippines
Industry
IT/Computers - Software
Function
IT
Role
Technical Support Engineer
Education
Bachelors
Degree
Job Type
Billing rate:
20000 - 24000 PHP
per month
Posted On
30th Oct 2018
Job Description
Responsibilities & Accountabilities 
  • • Serves as the first point of contact for customers seeking technical assistance on company websites and products 
  • • Focus on assisting production issues and request from customers over the phone or email 
  • • Remote troubleshooting through diagnostic techniques and pertinent questions 
  • • Determine the best solution based on the issue and details provided by customers 
  • • Analyze and resolve incident and requests regarding use of application software 
  • • Log and track incidents and requests from identification through resolution 
  • • Problem-solving process 
  • • Direct unresolved issues to the next level of support personnel 
  • • Provide accurate information on IT products or services 
  • • Record events and problems and their resolution in logs 
  • • Follow-up and update customer status and information 
  • • Pass on any feedback or suggestions by customers to the appropriate internal team 
  • • Identify and suggest possible improvements on procedure 
Qualifications: 
  • • Minimum Diploma in Computer Science, Computer or Electronics Engineering or Information Technology 
  • • ITILv3 Foundation certification will be an added advantage 
Requirements:
  • • 1 – 2 years of total working experience in Service Desk / Technical Support is preferred 
  • • Excellent written and spoken communication skills in English is required 
  • • Technical, analytical and interpersonal skills required. 
  • • Able to work on shifts and weekend on call support 
  • • Demonstrates ability and desire to learn Corporate, Division, and Facility-specific applications, technology, and terminology. 
  • • Demonstrate ability to learn customer support processes and techniques. 
  • Amenable to work in Ortigas, Pasig City in rotating shifts
Interested applicants may send a copy of their resume at kamillevictoria.concepcion@emeriocorp.com



About Company

Emerio, an NTT Communications company, is a leading IT / BPO solutions and services organization with deep roots in South East Asia.

We provide a suite of solutions and IT / BPO services for Banking, Insurance, Telecommunications, Utilities, Education, Government, Hospitality and Social Services verticals. We have been consistently delivering high quality services with our in-country and right-shored teams of domain and technology experts for more than 19 years.

Combining NTT Communications’ world-class capabilities in networks, data centers, hosting, cloud, and managed security services with Emerio's process and technology expertise in IT applications, IT Infrastructure, BPO and Consulting Services, we offer comprehensive, tailor-made, scalable and secure solutions to our clients.

Our long-term approach to client relationships embodies reliability, efficiency and adaptability.


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