Service Desk [Cavite, Laguna]

NCS is a subsidiary of the Singtel Group.

• Point of Contact of users both internal and external.
• Receiving, logging, and managing calls via telephone and email.
• Provides first-level support to queries and issues using the knowledge base in accordance with incident management and request fulfillment process.
• Logs all tickets/service requests thru Ticketing System and ensure that all are escalated to appropriate departments.
• Ensures that service incidents are acknowledged, escalated, and resolved according to Service Level Agreement (SLA).
• Takes ownership of user problems and follows up the status of problems on behalf of the user and communicates progress in a timely manner.
• Prepares reports and assure that information is readily available.
• Other job-related activities that may be assigned from time to time.
• Bachelor's Degree in Computer Science or Bachelor’s Degree in IT, Computer Science or equivalent
• At least 1 year working experience in a technical help desk role
• Knowledgeable in the following:
• Basic system and network configuration
• Familiarity with the ticketing system
• Knowledgeable in basic SQL and Unix commands
• Skills:
• Sound problem resolution, judgment, and decision-making.
• Above average communication skills and telephone manner
• Excellent customer service
• Strong interpersonal and organizational skills
• Able to work independently and in a team environment
• Must be adept to work in a fast-paced environment with tight SLAs