Helpdesk Technician II

Details: Job Description Provide professional end-user support via telephone, email or web submits.Provide restorative or maintenance actions to resolve end-user problems.Responds to end-user problems based on standard procedures.Track incidents and calls, including but not limited to, entering data into the database timely and accurately.Ticket Dispatcher - Responsible in distributing tickets in the queue and checking ageing tickets.Process P1/P2 tickets - Issue that needs immediate assistance Job Requirements Details: Bachelor's degree or vocational in IT-related courses is a plus.Minimum of completed two (2) years in college or has finished a Diploma/Certificate course.Must have at least 2 years Technical Support experienceExcellent in oral and written English communication.Excellent customer service skills.Must consistently meet or exceed the required performance criteria.Able and willing to make several calls a day when necessary.Familiarity and good working knowledge in PC hardware and software troubleshooting.Prior Software Application support (e.g. Outlook, etc.) experience is a plus.Prior BPO experience in Technical Support is a plus.Familiarity with ticketing system, a strong advantage.Shift flexibility and schedule adherence are required for the position.