Service Desk - HYBRID - Open for Fresh Graduate- BGC, Taguig

Qualifications: - Fresh graduates with ticketing software background and remote tools experience are open to apply. - Amenable to work in BGC, Taguig. - Can start ASAP. Job Description:

• Act as a first point of contact (inbound and outbound calls) for all customers’ queries related to other technical concerns.
• Assist end-users over the phone or remotely via CMRC, Remote Desktop Connection, and Microsoft Teams.
• Provide troubleshooting and isolation assistance before escalating calls with dependencies to respective towers or groups to resolve the concerns of the end-user.
• Escalate Level 2 concerns with dependencies to the respective tower/groups to resolve the concerns of the customer.
• Create tickets and ensure that the ticket details are complete and have been verified.
• Provide ticket updates or status to end-users related to the raised concern.
• Monitor and resolve tickets raised by users via the ticketing portal (Dynamics365).
• Reset passwords and check the SAP account status.
• Create accounts through KOLAH, CSO Freegoods, OCP, and AR portals.
• Install applications via remote.
• Provide solutions that help ensure an excellent customer experience.
• Provide timely responses to customer issues.
• Maintain a high level of program and service knowledge to provide the best value-based technical solutions to the customer.
• Take full responsibility and the required action for the assigned tasks.
• Meet and adhere to attendance requirements based on Service Level Agreement.
• Meet and exceed KPI targets set by the client.
• Maintain an acceptable level of customer satisfaction and effective professional working relationships with supervisors and co-workers.