Service Desk | McKinley Hill, Taguig (Night Shift, Onsite)

QUALIFICATIONS:

• Encouraging candidates with at least one (1) year of BPO or Service Desk experience

• Basic knowledge of software and hardware applications

• Basic knowledge or familiarity with computer configuration and troubleshooting

• Strong problem-solving skills

• Communication skills: Ability to communicate effectively and professionally using various communication tools such as phone, email, messaging platforms, etc., with users and colleagues across the organization

• Amenable to working on a night shift and shifting schedules

• Amenable to working 100% onsite

• Willing to undergo training
  

JOB DESCRIPTIONS:

• Open, log, prioritize, assign, close tickets logged in the IT Service Desk.

• Query the User for all relevant information concerning the call made or issue reported by the user.

• Attempt to resolve the defined inquiries while on the telephone, to meet the agreed upon Service Level for First Call Resolution.

• Re-route misdirected Calls.

• Escalate tickets not resolvable by SD, in accordance with client’s escalation procedures.

• Provide status updates on Tickets to users.

• Reopen Ticket / Create new ticket for follow up if the user indicates that the inquiry was not resolved to their satisfaction.

• Able to make sound decisions and work with minimal supervision.

• Excellent interpersonal skills to foster cooperation among users, support teams and peers.
  

Candidate Data Privacy Notice

We are committed to respecting your privacy and for the protection of your personal data. Your personal data will be collected and processed in line with our candidate privacy notice: https://www.hcltech.com/candidate-privacy-notice.