QUALIFICATIONS Must have at least 2 years completed in a Tertiary, Diploma or Vocational Course With at least 1 year BPO Experience With background in IT or Service Desk/Technical Support Must have good to excellent English communication skills Willing to work on shifting schedule Must be willing to work in Cebu Business Park, Cebu City JOB DESCRIPTION: Troubleshoots hardware, software, and network problems via phone support Uses technical resources and knowledge of information systems to ensure resolution Identifies, isolates and investigates user questions Briefs customers and management on the status of resolution efforts Coordinates and forwards issues by appropriate escalation procedures and personnel May provide occasional functional and technical guidance to less experienced staff Provides functional or task leadership Coordinates special projects and system upgrades Recommends system or process improvements, including procedures, training, and enhanced documentation Works under limited supervision to provide professional helpdesk service through quick processing and prioritization Performs all other duties as assigned
