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ATCP-PHL-Cantonese Service Desk

Mandaluyong City Job No. r00147033

Job Description

Job Description:

  • A CL 11 Cantonese bilingual support contributes to ensuring that services are delivered to meet customer business needs and expectations? He/she is functionally and technically skilled in providing first level of support for resolution of customer and system incidents and in liaising with technologists and other agencies to resolve requests/issues in timely fashion? He/she provides customer guidance on maintenance of underlying project technical infrastructure, including hardware, database and operating systems? He/she applies quality processes in performing the tasks

  • 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 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 on incidents and / or requests handled 

  • Following up on incidents to ensure resolution and customer satisfaction 

  • Monitoring issues until they are resolved / closed 

  • Demonstrating good understanding of the customers business needs and applying them to the management of system events  incidents 

  • Working with other teams eg technical team, service desk to ensure coordinated management of incidents and / or requests 

  • Maintains an understanding of customer Service Level Agreements 

  • Develops and maintains product knowledge, business and professional skills by participating / attending CBT and classroom trainings 

  • Develops and maintains knowledge about the tools, standards and processes used by the project team and the client 

  • Seeking opportunities to improve knowledge, skills, and performance and is receptive to constructive feedback 

  • Yielding productivity at the same level as client Service Level Agreement


Job Qualifications:

  • University graduate

  • Should have at least 2-year relevant experience in Service Desk or related field.

  • Fluency in Cantonese and English language

  • Ability to work as a team member

  • Ability to work creatively and analytically in a problem-solving environment

  • Customer service experience

  • Good oral and written communication skills

  • Flexibility

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