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SERVICE DESK II

KMC Work Location: V CORPORATE CENTER

Location: Makati City, Metro Manila

Date Posted: 2022-09-21

Hiring Organization: KMC Solutions | INT-53D9138

Career Category: Network /System / Database Administration

Functional Overview: 

 

Service Desk 2 main responsibilities are answering, prioritizing, and responding to incoming calls, tickets and email request for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies 

 

Duties and Responsibilities: 

 

  • Answers phone calls and responds to moderately complex customer inquiries 
  • Log, Acknowledge, Categorize and Prioritize all issues or request tickets 
  • Assign tickets and inform the appropriate group for further troubleshooting 
  • Check emails regularly and make follow up of tickets beyond SLA 
  • Provide the user with the status updates as defined in SLA 
  • IT support relating to technical issues involving but not limited to Microsoft’s core business applications and operating system 
  • Provide technical assistance to all end-users both internal and external clients 
  • Diagnose and resolve hardware and software problems 
  • Can take lead role as assign by the immediate supervisor 
  • Perform additional task that may be assigned by the immediate supervisor 

 

Minimum Competencies: 

 

  • Maintain and enhance customer satisfaction and provide service in a respectful, courteous and positive manner 
  • Ability to communicate effectively with all levels of staff: verbal, written and listening 
  • Must be punctual, detail-oriented and self -reliant 

 

Minimum Qualifications: 

 

  • Candidate must possess at least Bachelor's/College Degree in Computer Science/Information Technology or equivalent 
  • 2 Years of experience in IT service desk and/or technical support position 
  • Customer Service oriented, resourceful and self-motivated 
  • Knowledgeable in MS-Windows Environment, MS-Office and Office 365 applications 
  • Excellent in English communication skills both verbal and written 
  • Strong analytical and problem resolution skills 
  • Able to manage tasks with minimum supervision 
  • Can lead minor Task or Projects assigned by the immediate supervisor 
  • Willing to work on shifting schedule, Holiday, weekends and Night shift 
  • Experience and knowledgeable in Active Directory and ticketing System is a plus