Information Technology Service Desk Hiring Metro Manila 2018 Jobs.  
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Details about Job Offer no. 1518580

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Information Technology Service Desk Hiring Metro Manila 2018

Job Category:

Computers, Hardware


Mid Career (2+ years of experience)


30000 / Monthly


• Promote ITIL methodology and ensure industry best-practices are followed
• Ensure professionalism and friendly customer service experience from all agents
• Drive a culture that constantly over-delivers to user expectations and focuses on continuous improvement
• Serve as technical escalation point to agents
• Schedule agent shifts based on call arrival patterns and projected business needs and oversee agent adherence to scheduled times
• Conduct and participate in recruitment and selection of new team members
• Train new agents and provide ongoing training as the team evolves and matures
• Advise agents on how to handle stressful callers and take over escalations as needed
• Ensure Service Desk agents have all components necessary to do their job (access, tools, knowledge)
• Ensure that the knowledgebase is maintained with complete and accurate information by encouraging agents to submit feedback on knowledge base documents and by acting as a SME (where available and necessary) to edit and maintain documents
• Respond to customer feedback surveys to rectify issues and learn how to better provide service for end users
• Seek out efficiencies and opportunities to solve additional issues on “first call”; i.e., more troubleshooting and less ticket routing
• Assess agent performance and provide needed coaching and guidance to further agents’ careers and abilities
• Monitor agent calls and review tickets on a regular basis and provide feedback

• Accreditation/Certification in ITIL service management framework a plus
• IT/Management Degree from 4 year college
• 5-7 years’ experience working in a technical support capacity with 2-4 years of management/supervisor experience
• Showcase good interpersonal skills for customer relations
• Willingness to learn new tools and technologies and take on new responsibilities as assigned
• Ability to work under pressure
• Must have good leadership skills and carry a positive attitude at all times
• Must be knowledgeable about service desk system and a variety of IT tools
• Must have good judgment in handling serious customer issues
• Excellent verbal and written communication skills

For easy application:
1. Text FULLNAME_SD_MLA_PORTAL to 09175699803/09088804173
2. Send your resume to p.buray[at] and use "PORTAL_SD_MLA " as a subject header

Job Available in:

Taguig City

Employer`s Country:


Job Viewed:

1 times.

This job offer will expire in 59 day(s).


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