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Italian-Spanish speaking - Multilingual IT Helpdesk support

Company:
Dencom Consultancy and Manpower Services
Location:
Taguig, National Capital Region, Philippines
Salary:
negotiable
Posted:
November 11, 2019

Description:

To provide first line service desk support to external customers, assisting them with hardware

and software problems via phone, or email or other communication solutions (Eg. Chat, self

service Portal).

The IT Service Desk Agent is responsible for the day provision of the Services. This includes

ensuring that a continually high level of service is provided to the customers as set out in

company's agreements with customers, in the languages described in this document. In order

to provide this high level of service the Agent will be required to effectively manage their available

resources, including equipment, information and technologies.

Key Tasks and Responsibilities

To provide 1st line technical support; answering support queries via phone and email, or

other communication solutions (Eg. Chat, self service Portal)

Provide high level professional IT services in an efficient manner

Maintain a quality business relationship with all customers

Make effective use of procedural, informational, and technical documentation

Share knowledge with other team members as appropriate.

Duties and Responsibilities

To provide 1st line technical support; answering support queries via phone and email

To maintain a high degree of customer service for all support queries and adhere to all

service management principles

To take ownership of user problems and be proactive when dealing with user issues

To log all calls in the ticket logging system

Respond to enquiries from clients and help them resolve their hardware or software

problems

Continuously monitor incoming customer contacts including those made by any of the

media available to company's customers

Continuously monitor outstanding calls and ensure that provision is made in case of your

absence

Support users in the use of computer equipment by providing necessary training and advice

To allocate more complex calls to the relevant IT Support team member

Ensure that all customer contacts are handled in a timely and effective manner and within

the Service Level Agreements laid down by company and it's customers

Identify any service related issues and escalate to the Team Leader