What to expect from the role:

• Register incidents (feedback, incidents, requests for service & request for information)

• Resolving calls through investigation and reviewing related incidents

• Determine sources of technical (including performance) issues, troubleshoot, resolve, and document these issues

• Manage current incident queue with the business time frame.

• Group related incidents (matching incidents) in order of priority for the Technical team

• Reporting re-occurring incidents and prioritizing fixes to tech support/innovations

• Allocate incidents to tech support with required test plans.

• Liaise with other teams and departments were required to drive incident resolution

• Provide documentation for Service Desk to be able to perform initial diagnosis of incidents

• Provide training to 2nd level where knowledge gap has been identified

• Act as an escalation point for your area of specialty

• Track the progress of incidents to ensure the service is restored within the agreed targets

• Participation in Incident Nights & Incident Saturdays & Sundays where required

• Meet & exceed set Service Levels (set benchmarks for incident resolutions and customer

• service)

• Create Knowledgebase onto Service Now and the EDM Spark page

• Contact customers for critical calls & resolve allocated Critical Incidents with a timeline

Qualifications:

• Bachelor's degree

• VCE or equivalent

• ITL foundation certificate

• Experience with Adobe Photoshop, MS SQL, and Crystal Reports

• Relevant working experience in the automotive industry

• Experience in a Help Desk Environment with basic technical knowledge

• Network trouble shooting skills is a plus

• Strong Interpersonal Skills to ensure efficient and friendly support

• Strong verbal and written communication skills (English)

• Strong Time Management skills (set work priorities, resolve issues, and make decisions efficiently

About the Position

• Join a reputable global company

• On a Temporary Work From Home set up

• must be willing to work in Makati

• willing to work in a shifting schedule

If you are interested in applying for this role, we’d love to hear from you!