ITSD

Primary Responsibilities:

• Answer and resolve technical issues through mostly calls and via chat and web portal at a large corporate Service Desk, efficiently and professionally, in a high volume call center environment that operates 24x7x365
• Diagnose hardware, software, printing, and network connectivity issues including LAN, WAN, and VPN access in a Windows 10 environment, offering a variety of level 1 to 2 solutions over the phone, via chat or email. Using remote control tools to assist customers when needed
• Assist end users with their endpoint devices, Contact Center solutions applications, Collaboration application such as WebEx and Jabber
• Troubleshoot corporate applications (MS Office Suite, Tableau, Rightfax, Enterprise supported browsers, Java Plug-ins etc.) with the use of a Knowledge Base and assign issues to the appropriate support group as needed
• Proficiently manage the resolution of inbound technical contacts; balancing customer service, providing support, and issue resolution with the constraints of a call handle time goal
• Effectively translate complex, technical concepts into easy to understand language to assist non-technically oriented customers
• Demonstrate a highly developed sense of integrity and commitment to customer satisfaction
• Accurately, quickly, and efficiently typing record all interactions with customers in an incident management tracking tool
• Adhere to policies and procedures regarding the safeguarding of protected information, such as personal health information (PHI/PII) and access to corporate systems
• Escalate high priority, high impact issues to the internal support teams
• Adhere to a strongly regimented schedule (start/end times, lunches, breaks, non-production time, etc.)
• Meet or exceed statistical metrics regarding; ticket and contact quality, first call resolution, schedule adherence, and call handle time
• Anticipates customer needs and proactively identifies solutions
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Required Qualifications:

• 5+ years of experience in a call center environment or equivalent
• 3 - 5 years of experience in Workstation support (preferably in a Service Desk) with experience supporting from a level 1 to 2 perspective
• Extensive experience with Operating Systems support including but not limited to Windows 7, 8, 10, and Windows native applications
• Experience with Service Ticketing/Tracking Systems (ServiceNow preferred)
• Experience with Remote Control/Remote Assistance tools (Bomgar, native tools within Windows, and Altiris (Symantec) preferred)
• Experience with Knowledge Management systems (e.g. Universal Knowledge Suite, ServiceNow, etc.)
• Knowledge and experience with Terminal Emulators such as Putty, MobaXterm and others
• Knowledge and experience with end-user devices and computer peripherals troubleshooting (input device like mouse and keyboard, output devices like monitors and projectors, docking stations, printers etc.)
• Amenable to work in Alabang, Muntinlupa City; or McKinley Hill, Taguig City; or UP-Ayala Techno Hub, Quezon City; or IT Park, Cebu City
• Amenable to work on Night Shift

Preferred Qualifications:

• Bachelor's degree
• ITIL Certification / Training
• 3 - 5 years of experience in Workstation support in a Service Desk
• Experience working in environment where success was gauged by balancing first call resolution, call handle time and, or other specific metrics
• Experience assisting customers through alternate intake channels (phone and nonverbal channels like: live chat, email, social media and web form submissions)
• Experience working with a knowledge base or knowledge tool
• Experience using and supporting IP phone systems
• Experience with handheld devices
• Experience with supporting MAC hard and software
• Experience in a large corporate environment
• Exposure to or knowledge of ITIL practices
• Avaya Site Administration/Avaya Communications Manager/WWE Genesys
• ServiceNow
• Bomgar, native tools within Windows, and Altiris (Symantec)
• Typing speed of 50 WPM
• Enjoy challenging troubleshooting situations and pays attention to details
• Self-starter and able to work independently while being part of a decentralized team