Qualifications:
- 1-3 years service desk or help desk experience (L1)
- Completed at least 2 years in college with no back subjects
- Good to excellent communication skills
- Willingness to work onsite in Taguig
- Flexibility to work in rotational shifts – morning, mid and night shifts
Roles and Responsibilities:
- Receiving end user calls
- Provide first level resolutions for EUC and Business Applications
- Ticket creation/Categorization/Prioritization
- Ticket escalation to respective Support Group
- Incident resolution and recovery for IT SD/Account Provisioning/L1 EUC/L1 Apps
- Ticket update and Closure
- Troubleshooting skills on desktop and shrink-wrapped applications (MS office, Adobe etc.)
- Business application knowledge (L1) for increased FCR
- Troubleshooting skills on VPN connectivity, dial up and wireless routers
- Knowledge on active directory, domain controllers, etc.
- Exposure to password reset tools
- Troubleshooting experience using remote control tools like Aptean and Bomgar
- Trouble shooting skills and experience in handling Exchange (Outlook)/Lotus Notes
