IT Service Desk - Urgent Hiring

RESPONSIBILITIES:

• Assist customers via calls as the major support channel (channels may also vary depending on the program and business need such as email and chats) and provide appropriate and timely resolution to concerns or queries following organization’s and client's SOPs thereby ensuring customer satisfaction.

• Provide 1st level technical support, service restoration, fulfillment of service request and advice to users ensuring the maximum availability, performance and utilization of knowledge and information systems.

• Follow a systematic, disciplined and analytical approach to problem solving to meet set standards and agreed procedures. Execute transactions as per the prescribed timelines.

• Provide 1st measure analysis of issues and inputs for problem management. Leverages best effort method for issue resolution through cross functional coordination and support team lead in training, reviews and escalation handling business need such as email and chats) and provide appropriate and timely resolution to concerns or queries following organization’s and client's SOPs thereby ensuring customer satisfaction.

• Performs research or due diligence to resolve issues, educate clients, and promote client’s products and services; identify and offer new opportunities and solutions to meet customer needs as appropriate.

• Meet program specific KPIs (Key Performance Indicators) and SLAs (Service Level Agreements) to ensure client satisfaction as part of employee performance evaluation.

• Adhere to program specific processes, policies & procedures.

• Perform assigned tasks and ad-hocs based on business need.

QUALIFICATIONS:

• Graduate of any degree, undergrads are also encouraged to apply with compensatory BPO experience.
• Excellent communication skills and must be fluent in speaking, writing & reading English
• With at least 1 year of ITSD experience or at least 18 months of TSR - BPO experience.
• Working knowledge of MS Office products and background for any ticketing tools.
• Amenable to WORK ONSITE and to START ASAP
• Available for ONSITE APPLICATION.

OFFERS:

• 28,000 – 32,000 Salary Package
• 15% Night Diff
• HMO Day 1 & Life Insurance
• Annual Appraisals
• Quality Performance Bonus
• Sick & Vacation Leave

This is an urgent position hiring, send your most updated CV to [email protected] use "ITSD APPLICATION" as subject or send a message in Viber - 09279923325.