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IT Helpdesk Representative II in Quezon City, NCR at Concentrix

Date Posted: 5/23/2018

Job Snapshot

  • Employee Type:
  • Job Type:
  • Experience:
    At least 2 year(s)
  • Date Posted:

Job Description

Roles & Responsibilities:
ü  Initial assessment of reported incident or service request at Helpdesk
ü  Provides support for basic incidents reported via email, ticket or phone
ü  Follow triage for High Severity Incidents and start Sev1/2 ticket
ü  Hand over the all Sev1/2 incidents to Systems Availability Manager / BRC
ü  Resolve basic incidents and requests regarding the use of application software products and/or infrastructure components
ü  Collect information through a customer conversation, accessing support tools, and additional support staff (service resources) if needed.

ü  Escalating tickets to L2/L3 in timely manner for problems beyond the scope of their ability or responsibility
ü  Asking questions about the problem and explaining possible solutions
ü  Dealing with common or basic technical issues
ü  Taking remote desktop to diagnose the root cause and provide fix
ü  Using automated diagnostic programs to solve network problems
ü  Updating knowledge bases with details of common problems
ü  Using helpdesk software to log calls with descriptions of issues, progress and solutions
ü  Adhere to response & resolution SLA’s
Desired Skills:
ü  Excellent verbal and written communication skills
ü  Working experience on BMC Remedy tool
ü  Should be willing to work in shifts
ü  Overall should be a good team player with willingness to learn and drive to achieve.
ü  ITIL certification would be an added advantage.
ü  Knowledge of Solarwinds monitoring tool

Job Requirements

ü  Graduate with Diploma/Certificate in Information Technology
ü  Regular degree/diploma in Information Technology, B.E, B. Tech, BCA / MCA, BSCIT (would be given preference)
ü  Certifications & Specializations
o   ITIL V3 / ITIL Advanced
o   Certifications in network i.e., CCNA - Cisco Certified Network Associate (would be given preference)
ü  3 to 5 years in industry
ü  2 years’ working experience in IT Service Desk / Helpdesk