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Portuguese IT Service Desk Agent

Reeracoen PH - Neo Career Group
Taguig, Taguig, Philippines
40,000 - 70,000
November 09, 2019


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


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 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 customers

Identify any service related issues and escalate to the Team Leader


2 years IT Service Desk experience

Vocational qualification (MCP or equivalent)

University level education

Fluent English

Fluent second language

Excellent customer service skills

Excellent communication skills (both written and oral), with the ability to communicate professionally and confidently at all levels

Experience of using tickets logging systems

Strong knowledge of Microsoft based operating systems and peripherals - such as desktop and network printers/copiers.

Experience with using and troubleshooting Microsoft Outlook within a network environment (permissions, calendar sharing, delegation)

Experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel and MS PowerPoint – at least to version

of Office 2010

Good understanding of PC hardware set-up and configuration.

Good personal organisational skills

Good attention to detail

Ability to empathise with customers

Ability to effectively gauge urgency of incident / request

Ability to build effective working relationships at all levels

Excellent problem solving skills

Ability to apply creativity to resolving incidents/requests

Willing to work on shifting schedule