Helpdesk - Service Desk Associate Technician (Project Based) (01S2Q)

Quezon City, Metro Manila, National Capital, Philippines PH

AtHome Service Desk
Duties and Responsibilities:
·        Handling inbound phone calls and logging tickets in the ticketing system.
·        Managing emails and web based ticket queues.  Analyst is expected to take ownership of emails that arrive in the team mailbox and reply to the sender with a status of the issue.  Web based ticket are submitted for non-critical requests/problems, and the analyst is expected to resolve the issue or escalate it to the appropriate team for resolution.
·        Administering conference bridges during major outages.  This includes documenting progress of resolving the issue and results of testing fixes.  Also includes noting callers who have joined the bridge, their location, and their job function.
·        Making outbound calls to client help desks to report or follow-up on client based outages.

Job Essentials:
·        BA/BS degree or equivalent experience (or at the least reached 2nd year in college level)
·        Desktop support - Basic HardWare & SoftWare (Win7, Win8.1, Win10) navigation & troubleshooting.
·        Understanding of basic network connectivity and troubleshooting.
·        Ability to multitask in a highly stressful environment.
·        Above average organizational skills.
·        Articulate in English communication - written and oral.
·        Experience in a call center environment is a plus.

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