IT Service Desk L2

JOB Description:

Monitor CX Detect Software Platform to identify and resolve system issues before end user contact.

• Serve as the first contact with customers who need technical assistance via phone or email.
• A Senior resource to handle more challenging and complex cases.
• Act as a mentor to L1 Team members.
• Provide quick resolution and excellent customer service.
• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Respond to direct end-user queries using Teleportivity software or over the phone.
• Ask questions to determine the nature of the problem.
• Walk customers through the problem-solving process.
• Run diagnostic programs to resolve problems.
• Follow up with customers to ensure the issue has been resolved.
• Record events and problems and their resolution in logs
• Alert / report any malfunctions that continue to occur.

Help Desk Operator Requirements

• Previous working experience as an AV/IT Help Desk Technician
• Bachelors in IT, Computer Science or a similar relevant field
• In-depth knowledge of computer systems and audio-visual systems
• Experience with diagnosing and resolving basic technical issues
• Excellent communication and interpersonal skills

Job Type:

• Full-time

Salary:

• Php50,000.00 – Php55,000.00 per month

Benefits:

• Company Christmas gift
• Company events
• Opportunities for promotion
• Paid training
• Promotion to a permanent employee

Schedule:

• 8-hour shift

Supplemental pay types:

• 13 th -month salary
• Ability to commute/relocate:
• Quezon City: Reliably commute or planning to relocate before starting work (Required)