To provide first line service desk support to external customers, assisting them with hardware and software issues via phone, email, chat, or other communication solutions.

The IT Service Desk Agent is responsible for the day-to-day provisioning of the Services. This includes ensuring that a continually high level of service is provided to the customers as set out in Transcosmos’s agreements with customers, in the languages described in this document. To provide this high level of service the Agent will be required to effectively manage their available resources, including equipment, information, and technologies.

Requirements

• To provide 1st line technical support, answering support queries via phone and email, or other communication solutions (e.g., Chat, self-service Portal)
• Provide high level professional IT services in an efficient manner
• Maintain a quality business relationship with all customers
• Make effective use of procedural, informational, and technical documentation
• Share knowledge with other team members as appropriate
• To maintain a high degree of customer service for all support queries and adhere to all service management principles
• To take ownership of user tickets or problems and be proactive when dealing with user issues
• To log all calls in the ticket logging system
• Respond to enquiries from clients and help them resolve their hardware or software problems
• Continuously monitor incoming customer contacts including those made by any of the media available to Transcosmos’s customers
• Continuously monitor outstanding calls or tickets and ensure that provision is made in case of your absence
• Support users in the use of computer equipment by providing necessary training and advice
• To allocate more complex calls to the relevant IT Support team member
• Ensure that all customer contacts are handled in a timely and effective manner and within the Service Level Agreements laid down by Transcosmos and Transcosmos’ s customers
• Identify any service-related issues and escalate to the Team Leader
• To aid with ad hoc task from Team Leader or SDM that will help fulfil service deliver

Skills / Attributes Required

Technical:

• Knowledge and experience of using tickets logging systems
• Good understanding troubleshooting skill of PC hardware and software, set-up and configuration
• Incident management and request management background
• IT support service management experience in a multinational corporate environment
• Strong knowledge of Microsoft based operating systems and peripherals – such as desktop and network printers/copiers.
• Knowledge and experience with using and troubleshooting Microsoft Outlook within a network environment (permissions, calendar sharing, delegation)
• Knowledge and experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel and MS PowerPoint – at least to version of Office
• Knowledge and experience using and providing support with the following technology:

• Active Directory
• Office 365, Google Suite
• Service Now, Remedyforce

Behavioral:

• Excellent communication skills (both written and oral), with the ability to communicate professionally and confidently at all levels
• Fluent English
• Excellent customer service skills
• Good personal organizational skills
• Good attention to detail
• Ability to empathize with customers
• Ability to effectively gauge urgency of incident / request
• Ability to build effective working relationships at all levels
• Excellent problem-solving skills
• Ability to apply creativity to resolving incidents/requests
• Willing to work on shifting schedule and render overtime when necessary

Qualifications [EDUCATION and/or EXPERIENCE]

• >2 years IT Service Desk experience
• Vocational qualification (MCP or equivalent)
• University level education

Languages

• The tasks and responsibilities described here shall be provided in English

Benefits

We also reward our employees with great benefits including:

• HMO coverage
• 20% night differential
• Life Insurance
• Medical Reimbursements
• Dental & Eyecare
• Hazard Pay
• 14th-month pay

Come and be a part of transcosmos as we have a long history of over 45 years of experience in outsourced services. Originally established in Japan, we’ve expanded throughout Southeast Asia and the rest of the world. We currently have over 100 operating centers across 14+ countries, supporting over 30 languages and counting. Transcosmos Solutions serve 2,500 clients around the world and as an outsourced solution provider ranked 33rd among the top 100 global outsourcing companies.

As well as the fantastic opportunity to partner with huge global brands and pursue an exciting career with a rapidly growing BPO leader, transcosmos pride itself on a fun, healthy, safe, and encouraging work environment in the premium district of Mckinley Hill, Taguig.

Office Address: 14th Floor, Commerce, and Industry Plaza Building, 1030 Campus Ave., McKinley Hill Cyberpark, Taguig City (we are located right beside Venice Piazza Mall)

We are currently in a Virtual Recruitment Process. For applicants, please ensure that you have a strong internet connection at home and a desktop or laptop for the skills exams and video final interview.

• Terms and conditions apply. Benefits may vary depending on role & campaign assigned. Further details to be discussed by the Recruitment team during the hiring process