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    IT Service Desk Specialist - Philippines, Quezon City, Pilipinas - Home Credit Philippines

    Home Credit Philippines
    Home Credit Philippines Philippines, Quezon City, Pilipinas

    2 araw ang nakalipas

    Default job background
    Buong oras
    Paglalarawan
    What You Will Do

    • Act as a central point of contact for phone calls, emails, chats, and self-service tickets from Home Credit employees regarding IT issues and queries.
    • Provide initial assessment, categorization, and prioritization for reported issues and resolve them when appropriate or escalate for further support where necessary.
    • Ensure tickets are correctly routed to appropriate support groups.
    • Manage user accounts such as password resets, access management, account creation and deactivation.
    • Monitor, triage and escalate system alerts.
    • Manage time and workload to meet predetermined KPIs and SLA.

    Industry Experience

    What you should have:
    • Bachelor's degree in Computer Science, Information Technology, Engineering (Computer/Telecommunication) or any related course
    • At least 2 years and above working experience as IT Service Desk or Technical Support
    • Experienced working in a dynamic culture
    • Work experience as a Level 1 NOC is an advantage

    Technical Skills
    • Knowledgeable on AD, O365 or Outlook, JIRA Service Desk or other ticketing systems.
    • Has an experience handling inbound calls, outbound calls, chats and email support.
    • Fundamental knowledge in Linux, Wintel and Network Operations
    • Technical documentation
    • Excellent customer service, verbal and written skills
    • Basic knowledge or familiarity in ITIL
    • Analytical trouble shooting skills
    • Ability to communicate complex technical context in customer friendly terms

    Work from Home Requirements
    • Highly stable internet connection with no packet loss
    • Minimum download speed: 10 MBPS
    • Minimum upload speed: 5 MBPS
    • Wired connection from modem/router to PC
    • Conducive workspace away from distractions

    Nice to Have Areas
    • ITIL v3 Certified
    • Knowledge or background in Splunk or other monitoring system
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