INT-E844710 | SALES EXECUTIVE

Functional overview

Service Desk 2 main responsibilities are answering, prioritizing, and responding to incoming calls, tickets and email request for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies

Duties and responsibilities

• Answers phone calls and responds to moderately complex customer inquiries
• Log, Acknowledge, Categorize and Prioritize all issues or request tickets
• Assign tickets and inform the appropriate group for further troubleshooting

• Check emails regularly and make follow up of tickets beyond SLA
• Provide the user with the status updates as defined in SLA
• IT support relating to technical issues involving but not limited to Microsoft’s core business applications and operating system
• Provide technical assistance to all end-users both internal and external clients
• Diagnose and resolve hardware and software problems

• Can take lead role as assign by the immediate supervisor
• Perform additional task that may be assigned by the immediate supervisor

Minimum competencies