applicants

Like us on Facebook: https://www.facebook.com/sysgen

Job Responsibility
This position will be responsible for providing consistent high quality customer service and support for end users of offices. Also responsible for resolving issues in a timely and efficient manner, and escalate to support groups when necessary.
• Represent as a source of contact for users needing technical assistance.
• Provide level 1 initial assessment and troubleshooting of inbound issues.
• Answers end users’ questions when possible and appropriate.
• Record, track and monitor incidents and service requests following the defined Incident Management Process. Provide an accurate record of each incident description and resolution.
• Manage resolution of issues efficiently and professionally. Monitors on-going jobs and ensures immediate resolution of the reported problem.
• Liaise between end user community and technical teams towards resolution of the reported problem.
• Escalate incidents to the appropriate second level support team and coordinate support for unresolved technical issues, following defined escalation procedures.
• Follow up on SLA breach notifications.
• Provide on-time status and communication to end users regarding outstanding and resolved incidents.
• Proactively increase the efficiency of the day-to-day operations by suggesting improvements regarding tools and processes.
• Maintain a strong working knowledge of supported systems and continually strives to enhance knowledge through ongoing training, reading and participating in projects and improvement initiatives.
• Communicate to management on high-impact technical issues.
• Follow Global Help Desk procedures, policies and processes diligently and accurately.
• Provide back-up support for other team members, as required.
• Any other project or tasks assigned by management

Job Qualifications
• Candidate must possess at least a Bachelor’s/College Degree in Engineering (Computer/Telecommunication), Computer Science/Information Technology or equivalent
• Candidates must have at least 2 years of working experience
• Prior technology Help Desk experience in a problem-solving capacity preferred
• Prior experience with incident management tools preferred
• Good process methodology experience
• Must be able to speak and write fluent English with advanced grammar and composition skills
• Excellent Customer Service skills.
• Thoroughness in terms of following defined processes diligently and accurately.
• Drive and ability to see problems through to resolution
• Well-developed inter-personal skills and ability to work in a team environment.
• Ability to quickly learn and understand new technology and applications.
• Has initiative, sense of responsibility and commitment to work
• Willing to work overtime as necessary
• Willing to work on shifting schedule
• Able to work in fast paced, stressful environment
• Full time/ Permanent positions available
• Willing to work in Taguig City

Please take time to watch our Sysgen Recruitment version of “Call me maybe” video:
http://www.youtube.com/watch?v=aG6tSJg9XNw

For faster processing, APPLY through our WEBSITE

http://sysgen.com.ph/submit-your-resume.php

*Note: If the link is not clickable, please copy and paste it to your browser

Like us on Facebook: https://www.facebook.com/sysgen

Follow us on Twitter: https://twitter.com/SysgenRecruit @SysgenRecruit