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Monitor own dormant tickets assigned to the Service Desk Queues and provide necessary action for completion or escalating to the correct workgroup.
- Accurately document the details of request or issue raised by user including the troubleshooting steps performed in the ticket.
- Creates a positive customer support experience through handling concerns in a highly professional manner.
- Adheres to the organization’s internal policies and procedures including shifting schedule and proper state usage in Genesys Cloud or similar tool
- Achieve the targets set based on the standard KPI ( Key Performance Indicator).
- Follow specific detailed instructions.
- Follow-up with customer to gain additional information or required document.
- Utilize the Knowledge Management Tool in Service Now or similar tool to respond accurately and effectively to requests or issues.
- Performs other duties as assigned.
- Involved in the UAT’s (User Acceptance Testing) when the new workflow changes.
**3. Minimum Requirements**
**Education**:
Student of BS Computer Engineering/ Information Technology or related area
**Job Related Experience**:
**Previous Service Desk or Customer Service Experience
**Specific Knowledge & Skills**
Demonstrated basic knowledge and experience of the following platform/technology:
- Windows Operating System (Microsoft Active Directory, Microsoft Windows 2003 or higher)
- MS Office Products
- Service Now (it’s a plus)
- Genesys (it’s a plus)
- Basic Hardware troubleshooting (it’s a plus)
- Local Area, Wide Area and Wireless Networks (it’s a plus)
- SharePoint (it’s a plus)
- ITIL Foundation (it’s a plus)
