Service Desk Agents | Fresh graduates

Service Desk Agents | Fresh graduates

DSV

IT Service Desk
NCR
Posted 7 months ago

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

Job Description

Enterprise Service Desk Agent

Title: IT Supporter

Reports to: Senior Team Lead

Profile:

Requirements:

*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

Responsibilities:

*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 CiscoVPN

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

Core Competency:

* 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 Features

Job CategoryFull Time

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