ACS Jobs in Pasay – Technical Helpdesk

Technical Helpdesk (German speaking)
(National Capital Reg – Pasay City)

Responsibilities:

* JOB DESCRIPTION

* Primary responsibilities include answering incoming client calls while providing courteous phone support and triaging of all client end user issues as they relate to hardware and software issues, with the aim of eliminating recurrences and reducing calls to the Service Desk.

* REPRESENTATIVE PRINCIPAL DUTIES AND RESPONSIBILITIES

* 1. Answer incoming client calls.

* 2. Log and thoroughly document all incoming client calls into the DK database application.

* 3. Triage, resolve, close and/or escalate all assigned and/or answered client calls.

* 4. Transfer unresolved calls to on-site queue and or on-site engineer.

* 5. Follow escalation procedures: this includes escalation of problems calls through the appropriate Team leader and management.

* 6. Check the DK database queue for any assigned calls and client issues assigned to you throughout your work shift by the Coordinator.

* 7. At the start or end of each work shift discuss, transfer and/or make aware the shift of any unresolved or open issues.

* 8. Update the DK database as required when the status of issues changes.

* 9. Communicates effectively and courteously with the end user regarding the status and or resolution of each issue.

* 10. Advise team members and management of any issues that relate to customer satisfaction or if there are problems in getting issues resolved in a timely manner.

* 11. Keep peers and manager informed of trends, significant problems, unexpected delays.

* 12. Attend departmental meetings as required and actively participates in all meeting activities.

* 13. Take the training required, technical as well as interpersonal. Stay abreast of all current technology.

* 14. Perform other duties as instructed by management.

Requirements:

* Candidate must possess at least a Bachelor’s/College Degree in Engineering (Computer/Telecommunication) or equivalent.
* Required skill(s): Networking.
* Required language(s): German, English
* At least 1 year(s) of working experience in the related field is required for this position.
* Preferably 1-4 Yrs Experienced Employees specializing in IT/Computer – Hardware or equivalent. Job role in Technical Support or Technician.
* 1 Full-Time positions available.
* Applicants should be Filipino citizens or hold relevant residence status.

Affiliated Computer Services, Inc. (ACS Phils)
7th Flr., One E-COM Center Bldg. cor. Harbor Drive and Sunset Ave., Mall of Asia Complex Pasay City.
Website: http://www.acs-inc.com

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