It Specialist

Company: Stefanini Philippines Inc.

Description

As an IT Specialist, the employee will have responsibilities as a Senior Help Desk Technician and Deskside Technician. The IT Specialist will be the first point of contact for all IT service desk incidents and requests in a fast-paced professional environment requiring the highest level of customer service. In this position, the employee will field customer calls, troubleshoot, document and resolve IT related issues. The employee will work in a timely and efficient manner while ensuring attendance, quality and customer service metrics are met. This position is intended to be responsible for a higher level of support and will also aid in a decrease in the amount of walk-ups for onsite Deskside Technicians.

Job Responsibilities:

Answer incoming calls, process all email requests received, process live chat requests and log all customer questions and issues accurately and efficiently into ticketing system

Troubleshoot hardware, software and network related issues

Provide restorative or maintenance actions to resolve end-user issues

Assist with defining and documenting knowledge base articles

Assist with special project work as needed

Escalate problems to the next level of support when necessary

Consistently meet or exceed advanced individual IT SD and customer service metrics required

Ability to work a 24 x 7 schedule required

Domestic or international travel flexibility required up to 10%

Skills, Licenses, Knowledge, Education and Training Requirements:

2 years of IT support experience troubleshooting hardware, software and networking related issues

2 years of IT support experience on MS Office 2003 and/or 2007

2 years of IT support experience on Windows Active Directory

Ability to effectively communicate technical information to non-technical audiences

Proven Senior level Customer Service experience in the IT field, handling challenging and unique situations

Excellent verbal and written communication skills

Solid documentation skills

Ability to complete special projects/assignments with minimal supervision

Ability to search internally/externally for support information

Team and customer-oriented attitude

Shift flexibility performing services for a 24 x 7 Global customer

Outstanding attendance and schedule adherence

interview is from Mondays to Fridays 10:00am to 5:00pm

Kindly send your updated resume to [Login to view email address] .