Helpdesk Agent

Job Description

Seven Seven Global Services Inc.a top IT -BPM company in the Philippines, is currently looking forHelpdesk Agentsto support one of our biggest US-based banking client.

Work Shift: Night Shift

• Minimum 2 years of technical support experience in an enterprise environment, ideally with phone support.
• Strong technical knowledge and troubleshooting skills in:
• Microsoft Windows (7, 10), desktop/server OS
• Networking (LAN, WAN, domain infrastructure)
• Microsoft Active Directory, Outlook, and Office Suite (Word, Excel, PowerPoint)
• Basic understanding of Citrix/VMware/VDI/Virtualization
• Mobile OS (iOS/Android) application troubleshooting
• Team-oriented, self-motivated, and eager to learn.
• Excellent English communication and customer service skills.
• Flexibility for occasional 24x7 shifts during BCP or business-impacting events.

• Address end-user queries and issues via phone, e-mail, and chat support.
• Provide world-class quality of service to end users throughout the resolution process.
• Engage engineering teams and product owners to assist with troubleshooting as needed.
• Perform cradle to grave ownership of all issues reported to the helpdesk by providing timely updates to end users and constantly following up with escalation teams until the issue is resolved.
• Demonstrate excellent ticket hygiene by selecting appropriate product categories, keeping detailed ticket notes, managing ticket backlog, etc.
• Maintain effective documentation by regularly reviewing and updating knowledgebase content.
• Take a proactive approach in analyzing current practices to identify areas for improvement and make suggestions for more efficient and strategic solutions.
• Be willing to learn and develop subject matter expertise in the systems and products we support, such as Messaging (Exchange, Lync, Proofpoint), SharePoint, Mac, Unix, Voice, Mobile and others.