Service Desk

Service Desk

Metro Manila / NCR
1-2 years
325000 - 351000 PHP

Job Description

Key Responsibilities:
Provide technical support and customer service for all CommPeak services such as VoIP, DID, PBX and Dialer (24/7/365 environment).
Deliver support services to end-users via ticketing system, chat, phone, and remote access.
Perform logging, assessment, categorization, and prioritization of incidents and requests.
Handle technical inquiries and service requests from end-users.
Perform the first level of troubleshooting and resolution of incidents through proper investigation, data gathering, identification, and application of workaround or solution.
Escalate to the level 2 change and service requests, major events, and incidents.
Ensure proper documentation and tracking of all activities through the ticketing system.
Continuously update and maintain team knowledge base and documentation.
Assist in the monitoring of business and infrastructure alerts. Ensure proper escalation and coordination of monitored events or incidents.
Perform routine health checks over and above automated monitoring to ensure the quickest detection time for service affecting issues.
Execute established procedures, policies, and guidelines as it relates to requests, incident, change, and event management.
Execute escalation processes with both internal and external teams.
Maintain a team focused attitude and work towards creating a healthy, respectful atmosphere.
Participate and be part of the team’s continuous improvement activities.
1+ years of relevant experience: Technical Support, Customer Service, or IT.
Excellent customer service and problem-solving skills.
Above average written communication skills.
Experience in desktop, network, and remote support.
Experience with SIP, VoIP, PBX, and dialer technologies.
Strong knowledge of TCP/IP LAN/WAN networking technologies.

Job Details

CCW Transconnection Asia

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