Senior Service Desk Agent


SUMMARY

Work Experience:              > 1 year

Education:                          High school graduate or above

Job Type:                            Full Time    



JOB DESCRIPTION

  • Handle all inquiries and incidents with excellent etiquette which covering services within the assigned territory.

  • Provide prompt assistance on enquiries and first-call resolution/troubleshooting to end users in accordance with standard process and job knowledge. 

  • Ensure all user support calls and service requests are handled or escalated in a timely manner to respective supporting team. 

  • Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking system. 

  • Follow the incident management process and update users from time to time with latest status of problem resolution in progress for customer satisfaction. 

  • Provisioning of user accounts and other service requests in accordance with the Service Request Procedures.

  • Perform task delegated by supervisor/ Management.

  • Assist in training program to new hires.


QUALIFICATIONS

  • High school graduate or above. University graduate will be an advantage

  • Excellent oral and written communication skills, and displays high commitment to improve customer service. 

  • Ability to provide support over the phone or email; good listening skills, professional demeanor, previous customer service or service desk experience strongly desired. 

  • Consistency in the delivery of established service standards and job knowledge. 

  • Ability to work efficiently in high demand, team oriented environment. 

  • Ability to be flexible with skills in a 24 hour, 7 day a week rotating roster.



An excellent career path is now available.  

Interested candidates please submit your full resumé to hr@pia.com.mo




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