Deskside Support (Bacolod City) Open for Fresh Graduate

Responsibilities:

• Perform first level support to assist end users at the onset of an issue or request.

• Serve as the first point of contact for end users seeking technical assistance over available contact channels.

• Provide initial investigation and diagnosis and promptly allocates unresolved issues as appropriate.

• Categorize and record reported queries and provide solutions.

• Log incidents and service requests and maintains relevant records.

• Support problem identification.

• Update users on the status of reported cases and advise users on appropriate course of action.

• Monitor issues and requests from start to resolution.

• Escalate unresolved problems to a higher level of support.

• Provide essential online security advice and support to end users.

• Deliver customer service through multiple channels.

• Monitor and respond quickly and effectively to issues/requests received through Service Desk.

• Contribute to creation of process documentation when needed.

• Submit daily, weekly and monthly reports as required.

Qualification:

• Bachelor's degree in Computer Science, Information Systems, or similar course.

• Have at least a few months or 1 year experience in technical support.

• Exceptional analytical, diagnostic and problem-solving skills.

• Knowledge on computer programs and hardware.

• Customer-oriented and cool-tempered.

• Knowledge on any service desk software or ticketing tool.

• Excellent collaboration, communication, and interpersonal skills.

• Excellent prioritization and time management skills.