What are the responsibilities and job description for the Helpdesk Technician II position at Stefanini North America and APAC?
Details:
Details:
- Provide professional end-user support via telephone, email or web submits.
- Provide restorative or maintenance actions to resolve end-user problems.
- Responds to end-user problems based on standard procedures.
- Track incidents and calls, including but not limited to, entering data into the database timely and accurately.
- Ticket Dispatcher - Responsible in distributing tickets in the queue and checking ageing tickets.
- Process P1/P2 tickets - Issue that needs immediate assistance
Details:
- Bachelor's degree or vocational in IT-related courses is a plus.
- Minimum of completed two (2) years in college or has finished a Diploma/Certificate course.
- Must have at least 2 years Technical Support experience
- Excellent in oral and written English communication.
- Excellent customer service skills.
- Must consistently meet or exceed the required performance criteria.
- Able and willing to make several calls a day when necessary.
- Familiarity and good working knowledge in PC hardware and software troubleshooting.
- Prior Software Application support (e.g. Outlook, etc.) experience is a plus.
- Prior BPO experience in Technical Support is a plus.
- Familiarity with ticketing system, a strong advantage.
- Shift flexibility and schedule adherence are required for the position.