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applicants
SERVICE DESK GENERALIST / SERVICE DESK SPECIALIST
at HRSolutions Global Inc. in Manila, Philippines (Published at Oct 28 2008)
Key responsibilities include, but are not limited to:
o Answering phone calls
o Web generated incidents
o Responding to voice mails
o Making outbound customer calls
o Ownership and accountability of incidents throughout the ticket life cycle
o Ensure all tickets are properly documented with all troubleshooting procedures
• Assist in documenting solutions to resolve customer issue
o Open tickets in Remedy
o Open tickets in Service Request System
• Ensure incidents are properly resolved and/or escalated to second level support
• Inform management of incidents that have significant business impact
• Submit suggestions for process and procedure improvements
• Responsible for ensuring a high degree of customer satisfaction
Required Skills
Qualifications: The following are required unless specifically stated otherwise:
• Prefer Bachelor degree in Computer Science or equivalent experience
• Prefer minimum 1 year of Call Center experience (Tech Support)
• Prefer proficiency with Windows 2K and Microsoft Office Suite products
• Dependable and flexible with work schedule
• A high degree of personal accountability
• Team oriented and diversity sensitive
• Possess analytical ability and think ‘outside the box’
• Well organized and able to manage multiple priorities simultaneously
• Proven track record of positive performance reliability
• Excellent proficiency in U.S. English
• Excellent verbal and written communication skills
• Excellent reasoning and troubleshooting skills
• Desire and ability to work within a high volume call center environment with high customer service expectations
• Strong sense of urgency with the ability to multi-task in a fast-paced environment
• Able to learn large amounts of information quickly with high retention
• Able to follow instructions as documented and to recommend change as needed
o Answering phone calls
o Web generated incidents
o Responding to voice mails
o Making outbound customer calls
o Ownership and accountability of incidents throughout the ticket life cycle
o Ensure all tickets are properly documented with all troubleshooting procedures
• Assist in documenting solutions to resolve customer issue
o Open tickets in Remedy
o Open tickets in Service Request System
• Ensure incidents are properly resolved and/or escalated to second level support
• Inform management of incidents that have significant business impact
• Submit suggestions for process and procedure improvements
• Responsible for ensuring a high degree of customer satisfaction
Required Skills
Qualifications: The following are required unless specifically stated otherwise:
• Prefer Bachelor degree in Computer Science or equivalent experience
• Prefer minimum 1 year of Call Center experience (Tech Support)
• Prefer proficiency with Windows 2K and Microsoft Office Suite products
• Dependable and flexible with work schedule
• A high degree of personal accountability
• Team oriented and diversity sensitive
• Possess analytical ability and think ‘outside the box’
• Well organized and able to manage multiple priorities simultaneously
• Proven track record of positive performance reliability
• Excellent proficiency in U.S. English
• Excellent verbal and written communication skills
• Excellent reasoning and troubleshooting skills
• Desire and ability to work within a high volume call center environment with high customer service expectations
• Strong sense of urgency with the ability to multi-task in a fast-paced environment
• Able to learn large amounts of information quickly with high retention
• Able to follow instructions as documented and to recommend change as needed
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