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Senior Support Officer

Date: 07-Jan-2022

Location: Taguig City, Philippines

Company: Canon

Purpose

  • Ensure highest level of client satisfaction is achieved by providing adequate help desk response and acknowledgement/communication/escalation.
  • Ability to Contact and Communicate with I.T. staff out of hours to support and resolve customer issues in line with the Out of Hours Support Policy.

 

Essential duties
 

  • Daily monitoring of customer issues via Helpdesk. Acknowledge and resolve tickets on time and within the specified SLA, reassign or escalate as per set guidelines.
  • Produce ad hoc reports when required.
  • Understand the contracted services including service levels, work instructions and scope of work.
  • Ensure optimal level of service is provided at all times and understand implications to client (both internal and external) of not meeting agreed service levels
  • Comply with operating manuals, training manuals, work instructions and other documented processes and procedure.
  • Undertake cross training and perform other duties as and when required.
  • Communicate effectively and in a professionally manner at all times with internal and external customers. 
  • Provide training, guidance, and support to Support Officers
  • Management of the team’s Roster, Schedule, and Leaves
  • Identify training gaps and build a suitable training plan to address gaps

 

Qualifications

 

  • Tertiary Education in IT or related courses
  • Strong communication, analytical and problem-solving skills
  • A proven ability to work effectively within right time frames
  • Excellent problem-solving skills
  • A flexible approach and CAN-DO attitude
  • Ability to work on a rotating 24hr roster

 

Skills Set

Mandatory

  • Excellent problem solving skills
  • Excellent communication skills
  • MS SQL Server 2005 or higher knowledge
  • Logical aptitude