Service Desk Agent | Hybrid

Location: 
BGC, Taguig
Contract Type: 
Permanent
About the role: 

The Tech Service Desk Agent is responsible for answering, routing and resolving all tech concerns raised by Case Managers or as seen from the automated alerts.

  • If the concern comes from Case Managers, the Service Desk Agent is responsible for acknowledging ticket and reassigning to the dedicated engineer in-charge of tech production investigations.
  • If the concern comes from the Tech automated alerts, the Service Desk Agent is responsible for understanding the alert and routing it to the correct tech department. In addition, he/she is responsible for providing information to the business group especially the Operations team if there are any downtime or issues caught by the automated alerts.

Other Responsibilities

  • Perform initial assessment of the reported issues to check if it is valid and if all the needed information are provided.
  • Raise the issues reported to the correct teams, with complete and correct information.
  • Monitor the resolution of the tickets, follow-up with the assigned resolvers and provide updates to business, when necessary.
  • Monitor the production alerts and raise/escalate issues found.
  • Perform hourly health check on supported systems to ensure UP time.
  • Escalate any concern to immediate supervisor when necessary and appropriate.
  • Ensures all compliance requirements are satisfied.
  • Meet and maintain daily and monthly service level standards.
  • Perform other duties and participate in special projects as assigned.
  • Tech Service Desk Agent is the primary on-call when P1 issue happens outside office hours, weekends and holidays.
Position requirements: 

Skills Required

  • Knowledge in Jira
  • Excellent communication skills - both written and verbal
  • Strong customer service abilities
  • Ability to multi-task, prioritize, and manage time effectively.
  • Basic programming ability
  • Basic system troubleshooting

 

Qualifications

  • Bachelor’s degree in Computer Science, IT, or Computer Engineering is preferred
  • 2+ years’ experience in Tech Support
  • Familiar with CRM systems and practices
  • Familiar with ticketing systems and practices
  • Proficient in MS Office Applications (Word, PowerPoint, and Excel)
  • Familiar with Cloud technology and the idea of a tech ecosystem is a plus
  • Basic knowledge of APIs (JSON) is a plus

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About Eastvantage

At Eastvantage, our mission is to create meaningful jobs. Through our portfolio of premium and select clients, we provide careers that are knowledge-based, inspiring, and always with the potential for development and growth.

We are an independently-owned outsourcing company with European roots, servicing global companies that have offices in every populated continent in the world. We have been in the industry for a decade, growing from a handful to over 1,000 happy employees over the years.

We invite you to navigate our site to get to know who we are, to see what sets us apart in culture and thinking. Because of this, we carefully select who we work with, both customers and co-workers, which is why people happily stick with us for a wonderful amount of time. We hope to convince you to apply with us and be part of our success story.