(National Capital Reg – Pasay City)
Responsibilities:
* Develop, co-ordinate and promote the effective functioning of problem management activities across all of ITO’s support and development areas
* Co-ordinate the rapid and effective handling of major incidents
* Lead the investigation of problems, via root cause analysis (e.g. following on from major incidents) or through proactive trend analysis and monitoring
* To examine potential areas for service improvement and raise proposals with senior ACS management.
* Provide expert guidance to all support teams within ACS and assist in their training and knowledge development
* Design, prepare and conduct training courses relating to problem management.
* Design appropriate metrics for reporting on key performance and quality indicators in relation to problem management, particularly in terms of in-depth trend analysis
* Create monthly operation/problem management/customer satisfaction reports
* Co –ordinate and conduct Weekly Problem Management meetings and list all problem tickets for the week with all concerning ACS support towers.
Requirements:
* JOB REQUIREMENTS:
* Advanced knowledge of MS Windows product line.
* Minimum 1 year of telephone technical support/ customer service experience
* Hands on PC hardware experience
* Strong understanding of desktop applications
* Solid LAN, Novell/Microsoft experience
* Strong understanding of basic network architecture and basic network troubleshooting
* Excellent communication and phone answering skills
* Excellent customer service skills
* Strong problem solving abilities
* Good typing and grammatical skills
* Microsoft, Novell, WAN certifications a plus
* Able to work weekends or nights per scheduled rotation..
* Able to work weekends or nights as required to cover emergencies.
* Applicants should be Filipino citizens or hold relevant residence status.
We encourage walk-in applicants. Our Recruitment office is at:
7th Flr. One E-Com Center Bldg. Palm Coast Ave., Mall of Asia Complex, Pasay City
Company Name :
Affiliated Computer Services, Inc. (ACS Phils)
Industry :
Call Center / IT-Enabled Services / BPO
Location :
7th Flr., One E-COM Center Bldg. cor. Harbor Drive and Sunset Ave., Mall of Asia Complex Pasay City
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