Service Desk Coordinator

Capital One National Association; Manila; Hybrid; PHP 279,000 - 446,000; Full time

Job summary

A leading financial institution in Manila seeks a Service Desk Coordinator to provide technical support and application assistance to users. The role involves monitoring user issues through remote tools and ensuring effective problem resolution. Applicants should be High School graduates with at least one year of call center or relevant experience. Strong communication and analytical skills are essential. This position offers a hybrid work setup and requires candidates to be amenable to a shifting schedule.

Qualifications

• At least 1 year experience in a call center environment or any equivalent work experience.
• Excellent problem solving and judgment skills.
• 1+ year of remote help desk support experience preferred.
• Excellent problem solving and judgment skills.
• Analytical skills for decision-making.
• Amenable to work in a Hybrid Setup.
• Amenable to work in a Shifting Schedule (24/7 Operations).

Responsibilities

• Provide technical support to users in an efficient and accurate manner.
• Provide application support through remote access tools to resolve internal end user issues.
• Interact with end users via soft phone or chat modules to resolve primarily software issues.
• Remotely access and support end user machines to achieve first call resolution.
• Utilize Service Now as the ticketing tool to track and escalate tickets for end users.
• Assist with onboarding of new team members by training and shadowing.
• Perform other tasks that may be assigned from time to time.

Skills

Communication skills

Problem-solving skills

Analytical skills

Technical support

Hybrid work

Shift work

Education

High School graduate

Tools

ServiceNow

Remote access tools

Softphone

Job description

Alabang (96050), Philippines, Muntinlupa City, National Capital Region (Manila) Service Desk Coordinator

Summary

• Provide technical support to users in an efficient and accurate manner. Considered as the firm’s front line and will solve basic technical problems while providing support for all assigned areas. The goal is to make sure that Capital One associate value is maintained to the standards set forth by the company.

General Responsibilities

• Provide application support through remote access tools to resolve internal end user issues
• Monitor and respond quickly and effectively to calls or chats received to the Capital One Service Desk
• Interact with end users via soft phone or chat modules to resolve primarily software issues but may get questions about hardware
• Remotely access and support end user machines to achieve first call resolution
• Utilize Service Now as the ticketing tool to track and escalated tickets for end users
• Assist with onboarding of new team members by training and allow others to shadow
• Perform other tasks that may be assigned from time to time

Basic Qualifications

• High School graduate
• At least 1 year experience in a call center environment or any equivalent work experience
• Communication skills for written and verbal business correspondences
• Excellent problem solving and judgment skills
• Analytical skills for decision-making
• Amenable to Work in a Hybrid Setup
• Amenable to work in a Shifting Schedule (24/7 Operations)

Preferred Qualifications

• At least 1 year in Tech or relevant work-related experience in a BPO, IT or similar industry
  • At least 1 year of remote help desk support experience
  • 1+ year of Mac support experience
  • 1+ year of experience working with Windows 10 Operating systems
  • 1+ year of experience troubleshooting Windows 10 Operating systems

No agencies please.

Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at [e-mail]. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

For technical support or questions about Capital One's recruiting process, please send an email to [e-mail]

Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.

Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).