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Technical Support Representative - Service Desk (Manila)

Job Location: Ilocos

Job Number: 10651


- Job description

     - Providing first level of support for customer and system incidents and requests using basic technical and service knowledge
     - Assuming initial ownership for the coordination, investigation and documentation of customer and system incidents
     - Performing initial level of diagnosis of problems and incidents and resolving them when appropriate
     - Interpreting problems or errors at a basic level and assessing the risk of events and escalating appropriately to protect client services
     - Ensuring proper documentation for all problems, incidents and requests
     - Following up on incidents to ensure customer satisfaction
     - Monitoring issues until they are closed
     - Demonstrating a good understanding of the customer’s business needs and applying them to the management of system events & incidents
     - Executing test plans or scripts
     - Developing and maintaining an understanding of customer Service Level Agreements
- Graduate of any 4-year course
     - Good oral and written communications skills
     - Ability to work as a team member
     - Ability to work creatively and analytically in a problem solving environment
     - Desire to work in an information systems environment

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