We are hiring:
Looking for Service Desk Agents
(Fresh graduates are welcome)
(Inhouse, direct hire)
Please do not ask me HM kasi depende sa skills mo at experience ang offer
Company: DSV (www.dsv.com)
Location: BGC, Taguig
Schedule: Shifting 24/7 (MidShift majority of the shift reports at 2pm)
Start Date: June July 2019
Calls Chat Email
Enterprise Service Desk Agent
Title: IT Supporter
Reports to: Senior Team Lead
*Experienced Service Desk agent
*Experience in KCS (Knowledge-Centered Service) is highly desirable
*KCS Certification is a plus
*Worked with a team and acted as a good team player.
*Performed primary support role for small to large customers, with one or more service or technology area.
*2-3 years’ experience in a global organization providing 24*7 customer support using incident, requests and problem management disciplines
*Request Fulfillment and Incident Management
*Prepared to work rotational shifts providing 24*7 coverage.
*Engage with customers via phone, email and IM Chat.
Log, validate, diagnose and resolve customer issues, on the full range of products and applications used by the customer including:
o Microsoft OS
o Microsoft Outlook
o Microsoft Applications (Word, Excel, Powerpoint, Visio, Project)
o Microsoft Skype
o Internet browsers (I.E and Firefox)
o Remote Support Tools
o Service Desk tools (Cherwell, Bomgar)
o Microsoft SCCM
o Active Directory
* Providing the customer with a resolution through information gathering, analytical troubleshooting and problem research, or to route or escalate the call to the appropriate resolution group.
* Meet First Call Resolution rate of customer calls in line with agreed service levels
* Escalation and management of calls to agreed service levels
* Excellent attendance and punctuality are required
* Being responsive to clients whilst following the principles and procedures of the quality management system
* Identify, analyze problems and suggest improvements identified in their own area of responsibility and implementing those with a recognized business benefit
* Customer-oriented, enthusiastic, courteous, assertive and motivated to take charge of both customer engagement and problem resolution.
* Acts with urgency and responds well under pressure
* Ability to communicate complex technical context in customer friendly terms
* Capable of being self managed.
* Team player, able to work closely with a few individuals
* Excellent customer service, telephone, oral and written skills
* Good written and oral English
* Analytical trouble shooting skills
* Basic knowledge or familiarity in ITIL
* Previous call center experience is desirable, but not essential.
PM or Email me at [email protected]
subject: Service Desk Agent
|Job Category||Full Time|