Deskside Support (Bacolod City) Open for Fresh Graduate
Responsibilities:
Perform first level support to assist end users at the onset of an issue or request.
Serve as the first point of contact for end users seeking technical assistance over available contact channels.
Provide initial investigation and diagnosis and promptly allocates unresolved issues as appropriate.
Categorize and record reported queries and provide solutions.
Log incidents and service requests and maintains relevant records.
Support problem identification.
Update users on the status of reported cases and advise users on appropriate course of action.
Monitor issues and requests from start to resolution.
Escalate unresolved problems to a higher level of support.
Provide essential online security advice and support to end users.
Deliver customer service through multiple channels.
Monitor and respond quickly and effectively to issues/requests received through Service Desk.
Contribute to creation of process documentation when needed.
Submit daily, weekly and monthly reports as required.
Qualification:
Bachelor's degree in Computer Science, Information Systems, or similar course.
Have at least a few months or 1 year experience in technical support.
Exceptional analytical, diagnostic and problem-solving skills.
Knowledge on computer programs and hardware.
Customer-oriented and cool-tempered.
Knowledge on any service desk software or ticketing tool.
Excellent collaboration, communication, and interpersonal skills.
Excellent prioritization and time management skills.