Service Desk Agent (AU MSP, Hybrid)

Schedule: Monday – Friday (05:00 AM - 02:00 PM Manila Time) 

What are we looking for? 

Skills Required:  

• Experience in a Service Desk or IT Support role
• Familiarity with chat support or similar platforms
• Ability to manage and prioritize service requests efficiently
• Strong troubleshooting and problem-solving skills
• Effective communication, with the ability to explain technical concepts in simple terms
• Experience using ticketing systems and maintaining accurate documentation
• Customer-focused approach, ensuring timely updates and issue resolution

What will you do?

The Service Desk Agent plays a crucial role in ensuring customer satisfaction, proactively communicating with clients, and escalating complex issues when necessary. You will also help identify opportunities for improvement.

Service Request Resolution & Automation:

• Utilize Company's AI automation tools to handle routine service requests quickly and efficiently.
• Escalate complex issues to specialized teams when needed.
• Ensure timely responses and resolutions within SLAs.

Dispatch & Triage Support (As Needed):

• Assist in technician scheduling and resource allocation to optimize response times.
• Help track and manage open and aging tickets to ensure timely resolution.

Customer Support & Satisfaction:

• Provide high-quality technical support via phone, email, and chat.
• Request CSAT feedback from clients at ticket closure.
• Follow up with clients to ensure their issues are fully resolved.
  

Join the awesome team and enjoy these benefits & perks: 

• Hybrid Work Setup
• Medical, Dental Coverage and Life insurance from day 1 of employment 
• Paid Vacation and Sick Leave (with Quarterly Sick Leave Conversion) 
• Competitive salary package and annual appraisal 
• Financial Assistance Program 
• Mandatory Government Benefits and 13th Month Pay 
• Complimentary Sleeping Quarters, Coffee at no cost 
• Complimentary Office Fitness and Wellness Facilities at no cost 
• Regular Company Events, Work Life Balance, and Career growth opportunities 
• Accessible location at the heart of Metro Manila --- the Mega Tower, EDSA 

JOIN CONNECTOS NOW! 

ConnectOS is certified as a Great Place to Work and is a top-rated Philippines employer of choice.  

We're a leading provider of offshore talent for organizations worldwide and one of the fastest-growing offshoring companies in the world. With over a decade of experience, we specialize in premium resourcing and productivity solutions. in the world. Founded by our Australian CEO, we help companies across industries overcome resourcing challenges with innovative strategies.

#ConnectOSCareers #JoinConnectOS 

Equal Employment Statement 

Employment decisions at ConnectOS will be conducted without consideration of factors such as age’, race, color, religion, gender, disability status, sexual orientation, gender identity or expression, genetic information, and marital status. ConnectOS ensures the full confidentiality of the data it processes.