Senior Service Desk Expert

Metacom Careers; Taguig; On-site; PHP 446,000 - 781,000; Full time

Job summary

Metacom Careers in Manila (Metro Manila) seeks an experienced Service Desk Lead to provide expert-level technical support and drive service quality. You will resolve escalated issues, collaborate with cross-functional teams, and mentor junior staff in a fast-paced environment.

The role emphasizes customer satisfaction, process optimization, and data-driven improvements to service delivery and account management, with opportunities to enhance your skills and grow within the user-support domain.

Qualifications

• Bachelor's degree in Computer Science or related field.
• 3-5 years of experience in service desk or technical support roles.
• Excellent problem-solving and customer-oriented attitude.

Responsibilities

• Provide expert-level technical support for service desk operations.
• Resolve complex customer issues while ensuring high levels of customer satisfaction.
• Collaborate with cross-functional teams to enhance service delivery and account management.
• Train and mentor junior service desk staff to improve technical competencies.
• Analyze service desk metrics to recommend improvements and optimize processes.

Skills

Service Desk management

Education

Bachelor's degree in Computer Science or related field

Job description

Description

• Provide expert-level technical support for service desk operations.
• Resolve complex customer issues while ensuring high levels of customer satisfaction.
• Collaborate with cross-functional teams to enhance service delivery and account management.
• Train and mentor junior service desk staff to improve their technical competencies.
• Analyze service desk metrics to recommend improvements and optimize processes.

Requirements

• Educational Qualifications: Bachelor's degree in Computer Science or related field
• Experience Level: 3-5 years of experience in service desk or technical support roles
• Skills and Competencies: Service Desk management
• Qualities and Traits: Excellent problem-solving skills and a customer-oriented attitude
• Responsibilities and Duties: Ability to handle escalated issues with professionalism
• Working Conditions: Comfortable working in a fast-paced environment