Mô tả công việc
Job Description
Analyst (Support & Operations)
Others, Metro Manila
Job Summary
To resolve assigned tickets/provide L1 remote desktop support in adherence to agreed SLA and quality standards of the company.
Key Responsibilities
- To provide level 1 remote desktop support to resolve tickets / provide hardware / software / network problem diagnosis / resolution via telephone/email/chat within agreed SLA of ticket volume and time.
- To adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements and company policies.
- To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time (AHT), rejected resolutions / Reopen Cases.
- To maintain high login Efficiency (Availability) for customers.
- To update worklogs and follow shift/escalation process to escalates complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be.
- Work on value adding activities such as Knowledge base update & self development.
Skill Requirements
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Other Requirements
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Information at a Glance
Yêu cầu kinh nghiệm
Provides Level 1 remote desktop support, diagnoses hardware, software, and network issues, resolves tickets within SLA, updates worklogs, and escalates complex issues.