Service Desk

Taguig City, National Capital Region

Posted more than 30 days ago

Company:: Nityo Infotech Services Philippines Inc.
Company Description:: Nityo Infotech Corporation is the fastest-growing global IT Services & Solutions Company; headquartered in New Jersey, USA. Our services span from Application Management Outsourcing, Packaged Application Services, Remote Infrastructure Management, Product Development, and Support to higher value-added offerings, including Managed Platform and Product Engineering Services.
Contract Type:: Contract
Experience Required:: 1 year
Education Level:: Bachelor’s Degree
Number of vacancies:: 5

Job Description

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;