Posted as of: Wednesday, July 19, 2023
Status: Archived
Company: ITRS (Phils.), Inc.
Number of available position(s): 12
Description: Provide a quality help desk function back to the business by ensuring the clients queries are responded to quickly; with accurate, clearly communicated and concise information; That we go the extra mile to help the clients, above and beyond what they would expect of a conventional support organisation. Own the resolution of client L1 queries by taking client incident and change request tickets within the agreed first response timescales; working with other team members to see the tickets completed within the agreed SLA’s; Escalate appropriately within the team and through line management for high severity issues. Build long term relationships with clients and partners getting to understand their environments, projects and own personal measures of success; working with them to install and deploy the software in such a way as to maximise the changes of success. Contribute to the Client facing knowledge base by creating self-help material; updating existing self-help content; promoting the self-help to clients. Continuously learning by proactively keeping up with developments in the ITRS Group product suite and related external technologies; having personal development goals. Collaborate with the global teams by blogging activity, reaching out for and proactivity offering help when needed; asking open questions to remove ambiguity, debating for improvements; and seeking tasks when you have capacity. Be an effective communicator by using clear concise language with appropriate tone; Presenting material both face to face and over screen shares; listening to the views of others, and adapting your own thinking based on their observations. Work within the specified hours by being present and available during any given working day. Adhering to client and ITRS Group procedures by ensuring you have read and understood client and ITRS Group procedure documents; asking for clarification where the procedures are unclear. Compliance, executing the role in a manner that is consistent with all applicable laws and regulations and the long-term prosperity of the business
Duties and Responsibilities:
Qualifications: Educated to Degree level in an IT related subject A foundation level Knowledge of modern operating systems, for example Linux, Solaris, Windows server, 7, or 10, IBM iSeries. Unix / Linux system, is preferred. A foundation level knowledge of Cloud technologies such but not limited to AWS, MS Azure, GCP, and the likes A foundation level knowledge in TCP/IP A foundation level knowledge of ITSM and/or ITIL Fluent in written and spoken English to a level B2 to C2. Willing to work onsite.
Requirements:
Skills: (Not indicated)
Work Location: CITY OF MAKATI, NCR, FOURTH DISTRICT
Interested to apply? Send your application letter and CV to:
Contact Person (Undisclosed)
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