Found Description
Help Desk Associate Specialist
Full Location: Pasig - PH
Our Help Desk Associate Specialist will be supporting the MS Windows infrastructure of ResultsCX extending to a Global Support scale (All ResultsCX offices and work from home employees). They will provide 1st level technical assistance and support to internal ResultsCX customers, based on the Help Desk operating procedures and the Helpdesk runbook. They will support a multi/omni-channel platform and provide services through ResultsCX ITSM, email, chat, and calls.
In This Role You Will
- Log, attend, and monitor incidents and service requests reported via phone, voicemail, email, or chat and resolve it within the agreed SLA.
- Escalate incidents and service requests that are within Helpdesk scope that cannot be resolved within their level – escalater to Helpdesk Specialist.
- Escalate incidents/service requests and/or alerts to internal departments (NOC, T...