IT Service Desk
Taguig, National Capital Region
Posted 3 days ago
- Company:
- Nityo Infotech
- Company Description:
- Nityo is a global provider of IT services and end-to-end solutions designed to help clients improve their competitiveness and efficiency. Nityo has operations in 11 countries across the Globe (North America, Canada, United Kingdom, South Africa, Australia, Japan, Singapore, India, Malaysia, Thailand and Philippines). Its portfolio of solutions and services would include: Outsourcing; System Integration; Application Software Development; Consulting; Quality Assurance and Training. Nityo provides services to several local and multinational clients including those coming from Fortune-Global 1000 companies on Commercial, Industrial and Government sectors with key vertical markets such as: financial, life sciences, healthcare, telecommunications, utilities and independent software vendors.
- Contract Type:
- Full Time
- Experience Required:
- 1 year
- Education Level:
- Bachelor’s Degree
- Gender:
- Any
- Number of vacancies:
- 10
Job Description
WORK SETUP: Hybrid
SCEHDULE: Shifting
*Open for Under graduates/College Level/Vocational/Bachelors Degree of any course
*With 6 months to 2 years experience of solid TSR or Service desk with Telco/Network Background
*With an experience in BPO Industry preferably US, UK, AU/NZ Canada Service Locations.
*Must have Voice Support Experience
*Background that touches computer system, printers, network and device Connectivity
*With 5 weeks training
*Must be open to work Hybrid setup
*Shifting - but more on Nightshift
Triage
Handle customer questions, incidents and service requests;
Communicate in the language of the customer by avoiding technical terminologies and jargon;
Gather information from customer by asking probing questions to analyze symptoms and identify underlying problem/s;
Assess/determine impact and urgency of the incident to the customer and the business;
Work to build cooperative relationships with customers;
Give customers a realistic estimate of the time it will take to resolve an incident or request;
Escalate ticket to the appropriate level 2 support team and ensure ticket hand off, whenever applicable;
Log the ticket accurately with all the important information provided by the customer;
Provide enough information about the customer’s issue in the ticket, prior to escalation, to ensure that the Level 2 support team can begin working on resolution for the customer;
Demonstrate willingness to take ownership of the call by acknowledging the customer’s concern;
Diagnosis and Resolution
Use all available resources (Knova, HPI.SME, etc.) to ensure consistency of resolution and avoid unnecessary escalations;
Follows the correct troubleshooting steps to resolve password reset and account related concerns;
Maintain and improve current technical skills, through regular training and coaching sessions;
Compliance to Company Standards
Avoid and discourage the use of unprofessional language;
Encourage good security practices, such as following secure password reset rules and PCI compliance standards
Prevent unauthorized access to proprietary and sensitive company data by following procedures and requiring proper authorization prior to granting access;
Discourage and report software piracy.
- Salary:
- 30.000,00 ₱ Monthly