Helpdesk Specialist

Candidate must possess at least a Bachelor’s/College Degree , Computer Science/Information Technology or equivalent.
Preferably 1-4 Yrs Experienced Employees specializing in Technical & Helpdesk Support or equivalent.
Must have at least 6 months experience in providing first line maintenance through email and call
Will be responsible in logging errors encountered by the users through ticketing system
Will handle and analyze system errors in provisioning of service order
Will be responsible to escalate the errors to next level
Applicants must be willing to work in Libis, Quezon City
Must be willing to work on shifting schedule

5 Comments

  1. MAREAE RICCIA EVANGELISTA ADLAON
    Blk. 403b Fernvale Lane, Unit #04-169, Singapore 792403
    Tel no: +65 9132 1287
    Email: riccia.adlaon@yahoo.com

    OBJECTIVES

    To be a part of a growing company that offers equal opportunities and that would allow me to exercise and practice my chosen field.
    Continued cycle of learning and training in supporting my acquired skills to support and build a career in the company at the same time achieving competitive growth both personally and professionally.

    SKILLS & QUALIFICATIONS

    o Windows XP / Vista / 7 / 8 / 10 / MAC / Android / IOS
    o Experienced on Desktop and Notebook troubleshooting includes remote access (BOMGAR)
    o Strong Knowledge with Smartphones and Tablets
    o Proficient in Network Configuration/Troubleshooting (Connectivity, File sharing & Drive Mapping, Router configuration)
    o Strong Knowledge in Microsoft Office 2003/2007/2010 Email Clients (Outlook), Lotus Notes
    o Cisco IP Phone Configuration / Creating/Resetting CISCO Voicemail Account / Creating CISCO IP Phone Extensions (CUCM)
    o Browsers (Internet explorer, Mozilla Firefox and Google Chrome)
    o Software Applications such as firewalls, anti-virus, Parental controls/web filter
    o Knowledgeable on Basic Printer configuration/ Mapping/re-mapping printers
    o Possesses effective oral and written communication skills. Speaks in a confident, courteous and understandable voice tone.
    o Strong interpersonal skills and ability to think independently and follow through effectively.
    o Ability to apply a logical problem solving approach to resolving customer problems and inquiries.
    o Has the ability to establish and maintain effective working relationships at all levels.
    o Pressure proven to withstand and meet or exceed intended goals and schedules.
    o Acknowledges guidance, mentoring, and training in order to become a productive member of the organization.
    o Responsible, dependable, and willing to learn for the betterment of the organization.
    o Able to multi-task.

    PROFESSIONAL EXPERIENCE

    NCS Pte Ltd, Singapore
    IT Service Desk/Technical Support Specialist/Customer Support/Service Desk Lead (Feb 2010 – March 2017) Handled different projects with different roles.

    • ANZ Bank – Pioneered and stabilized Service Desk Support (June 2014-March 2017): First international joint project by Singtel, NCS and Optus to provide support for Contact Centre, Merchant, Mobility and International/Domestic Data/Voice services.

    Achievements:
    – A member of GMC Service Desk that been recognized as one of the leader in delivering service excellence to ANZ Bank since March 2014. This Team has won GO Service Excellence award and EDMS Best Operations Excellence Award.
    – Individual achievement: Received an Optus Peer Appreciation award for promoting service excellence to the ANZ GMC SD Team.
    – Received at least 3 compliments per month from users for outstanding customer experience delivered.

    • Mobility Service Desk Lead:

    – Conducts coaching sessions with each team member to discuss contact quality reviews and individual performance scorecard
    – Do Weekly and Monthly Accuracy Report – Case/Incident checking
    – Handles escalations from dissatisfied customers and proactively reports such instances to the Service Desk Manager
    – Conducts team huddles and events to ensure high levels of team motivation as well as to communicate key updates
    – Proposes innovation and improvements to current processes/procedures/tools to the Training, Process & Tools Lead
    – Conduct Training to new staff

    • Mobility Support:

    – Attend and action on Mobility services related Service Request such as new/upgrade Smartphone or Tablet requests.
    – Process hardware repair Service Requests on mobility devices.
    – Troubleshoots Software and Network issues on all Mobility devices such as iPhone, iPad and Galaxy Phones.
    – Attend to enquiries from the Users relating to mobility services and devices.
    – Handles basic Billing enquiries and disputes.
    – Performs Service Administrations for mobile GSM services.
    – Inventory Management for Mobility services on the CMDB.
    – Performs Port Out/Port In of service numbers.
    – Performs maintenance and verification on the Mobility Services Operation Documentation.
    – Coordinate and organize adhoc bulk requests to ensure the completions are within the SLA.
    – Ensure the overall Service Requests for Mobility Services are attended and completed within the stringent SLA.

    • Service Desk Specialist:

    – First point of contact for customers (internal, external, IT managers, incident managers) for problem recording.
    – Proactively provided end to end support to customers.
    – Monitored email for incidents, requests and enquiries. This is across 3 operation mailboxes.
    – Create and reset CISCO IP Phone logins / voicemail accounts
    – Performs basic troubleshooting on CISCO desk phones/softphones(Jabber/mphones) and AVAYA phones.
    – Create and Troubleshoots CISCO Web conferencing accounts
    – Performs basic troubleshooting on network issues
    – Performs basic troubleshooting on different Software Applications.
    – Performs basic troubleshooting on Printers and Fax machines
    – Log all help desk interactions via BMC REMEDY 7 and web-based Remedy.

    • Commercial and Government Projects (Singapore)Feb 2010-May 2014:

    Achievements:
    – Received at least 2 compliments per month from Customer for good customer experience delivered.
    – Assumed the role of SME (Subject Matter Expert) for 4 different government projects in less than 6 months.

    • Subject Matter Expert Roles and Responsibilities:

    – Do Weekly and Monthly Accuracy Report – Case/Incident checking
    – Conduct Training to new staff
    – Create Training Guidelines, Project Work Instructions and Email Templates
    – Create and Update Escalation Procedures
    – Handle, investigate and resolve escalations
    – Main POC

    • 1st level Support:

    – Provides support via email with SLA of 30 minutes.
    – Handles large volume of calls and e-mails, able to multitask. With more than 10 operation mailboxes.
    – Process request to reset ADID passwords to users.
    – Guiding customer’s on how to navigate or use the supported website.
    – Remotely troubleshoots issue if needed.
    – Performs basic troubleshooting on different Software Applications.
    – Performs basic troubleshooting on webmail and client mail.
    – Process request and troubleshoots all issues with users PC, IP Phone, Printers, Fax machines and routers.
    – Attend to end-user enquiries related to the Project supported.
    – Process account request and escalate it to the correct team.
    – Take ownership of all the calls coming to service desk.
    – Log all help desk interactions via BMC REMEDY 7 and web-based Remedy.

    • 2nd Level Support: Messaging Team

    – Provide support on Email logs for Lotus Notes
    – Attend to user’s Lotus notes issue (routing, missing emails etc.)
    – Handle secure email issues on Lotus Notes and Outlook

    ACCENTURE, BPO Delivery Center, Philippines
    Technical/Customer Support Specialist – First tier (May 2007-January 2010)
    Project – POPCORN/SILVERBACK- AT&T (US based Telecommunications Company)

    • Assumes the role of a technical support agent and at the same time Customer Service Specialist in a call center environment, satisfying one customer at a time, and observing world-class customer service.
    • Provides front-line support for residential and business customers having connectivity, email and computer issues.
    • Phone support and troubleshooting of desktop and laptop/ hardware and software components.
    • Working with multiple workstation types/components (i.e. PCs, terminals, printers, modems, routers, network interface cards, etc.)
    • Handles connectivity issues (wireless and Ethernet connection), Email issues, Browser issues, etc.
    • Assist member’s Dial-up and DSL connections.
    • Responsible for documenting, in detail, all calls from End-users, including problem description, course of action taken to investigate the problem, and final problem resolution.
    • Follow the appropriate procedures to respond to issues and update our customers when outages of a major nature occur.
    • Respond to customers’ enquiries relating to technical, product functionality and fault calls resolving as many queries as possible on the first interaction.
    • Filter and escalate enquiries relating to other aspects of the business and handover to the appropriate department.
    • Identify and escalate problems affecting a number of customers or influencing the timely resolution of one customer’s enquiry. This would include escalations to the team leader and other support, sales engineering or resolve group as appropriate.
    • Serve as the point of contact that handles escalation and commendation calls in the absence of team lead.
    • Support the team lead in other functions needed to manage the team such as making reports, being aware of and working towards service levels, assisting with the managing of idle time, helping with policies and procedures and teaching staff to be self-sufficient.
    • Shares knowledge and best practices by doing side by side monitoring for real time coaching of the agents to improve performance of the team.

    WEST CONTACT SERVICES, Philippines (CRICKET- US based Telecom Company)
    Customer Service Representative /Billing Support (May 2006 – November 2006)

    • Dedicated Customer Service Representative that provides superior customer service to a US telecommunications company.
    • Handle customer inquiries and provide the level of service they demand.
    • Listen, probe and question in order to clarify and understand customer needs.
    • Resolve our customers’ queries and concerns by providing accurate information about their bills/account through phone.
    • Validate, Investigate and resolve these issues within established guidelines.
    • Knowledge in collecting cellphone bills, activating phones, changing numbers and explaining bills.
    • Remain up-to-date with the latest information that impacts the delivery of service to the customers.

    EDUCATIONAL ATTAINMENT

    Tertiary Global City Innovative College
    Bachelor of Science in Nursing
    Global City, Taguig City, Philippines
    June 2002 – April 2007
    Part of the Top 20 in GNQE

    Certification: ITIL Awareness – 2013

    PERSONAL INFORMATION

    Age: 31
    Birth Date: June 1, 1985
    Birth Place: Makati City, Philippines
    Civil Status: Single
    Country of Residence: Singapore

    REFERENCES

    Name: Chua Mui Hwa – Team Lead
    Email Address: muihwa@ncs.com.sg
    Contact Number: +65 9852 7413

    Name: Walter Ng – Manager
    Email Address: waterng@ncs.com.sg
    Contact Number: +65 8118 7863

    Reply
    • We at WeSupport, Inc. appreciate your interests with us. If you have met our qualifications, we will contact for further information.  

      Reply
  2. I would like to apply as helpdesk specialist.
    I was your former employee march 2016 to 2017.

    Reply
    • We at WeSupport, Inc. appreciate your interests with us. If you have met our qualifications, we will contact for further information.

      Reply

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