Service Desk / Level 1 Support | Ortigas Site

• Uses the necessary and appropriate channels at all times to facilitate achieving the best outcomes.• Ticket creation for all customer queries to allow for the sizing of improvements and articulation of our customers.
• Adhere to process to ensure we deliver or maintain a quality driven environment e.g. provision, fix, test, escalate, NPS/CSAT Request.• Find the right solution for either a new or existing customer and ensure provisioning is successful either online or over the phone.
• Providing an exceptional customer service experience to every customer that contacts us by delivering a service consistent with the Helpdesk Guidelines and Procedures Manual.
• Understands and adheres to KPI’s that influence our service levels e.g. Availability to Roster, Handle Times, Quality Standards.
• Proactive in personal development, maintaining and growing personal knowledge and skills, using business systems and processes to do so.• Managing documentation and support knowledge bases.
• Pro-actively complying with all Company, Legislated and / or Industry-mandated data security standards, policies, procedures, and practices.
Minimum Qualifications:
Essential
• Can demonstrate high experience in the challenges and needs to achieve world class customer service and support.
• Experience on a service desk or IT support role providing support to customers.
• Demonstrates ability to make and meet delivery commitments for time and quality.
• Communicates with confidence with appropriate questions, demonstrates listening both verbally and in writing.
• Ability to problem solve through identification of root cause and propose solution for action.
• Builds confidence in relationships with others to enable effective working relationships with internal and external customers alike.
• Has desire and ability to grow and develop in technical knowledge, skills and behaviours.
• Ability to recognise conflict or the potential for it and acts accordingly.

Preferred
• Documentation Skills
• Experience in handling level 1 support calls and emails
• Excellent technical skills, with a sound knowledge of Web Technologies.

Personal Attributes and Values
• Understands the need for customer centricity and acts accordingly at all times.
• Comfortable with accountable and ownership.
• Does what they say they are going to with the right level of detail always.
• Wants to and does learn new things, seeing this as a way to get ahead.
• Collaborative and flexible working style.
• Is professional enough to work with or get along with all different types of our people.
• High degree of personal and professional integrity.
• Ability to deliver high volumes of top-quality work in busy environment.
• Ability to respond quickly to demands, work under pressure and think on their feet.
• Ability to share knowledge and contribute to a ‘continuous learning’ environment.