L1 服务台代理
L1 Service Desk Agent
职能支持限定地区（需当地身份）
公司Satellite Office
薪资未公开
工作地点Philippines
地域资格限定地区（需当地身份）
时区要求日间重叠约 9 小时，基本正常作息
用工类型Full Time
发布时间今天
数据来源Himalayas
注意地域限制：该职位明确限定在 Philippines 招聘。如果你是位于中国大陆的求职者，通常需要当地工作身份才能投递，或需与雇主确认是否接受独立合同（Contractor）形式合作。
概述
服务台应是组织的二级IT服务台，应在所述服务台下执行以下服务范围。
● KMD硬件支持
● 密码/访问请求
● KMD应用支持
● 通过Halo ITSM进行工单管理
- 事件管理和请求管理
● 升级管理
● 通过Teams/邮件进行团队沟通
- 每位服务台代理每月至少贡献一篇知识库文章，可以是创建新文章或更新现有文章。
L1服务台代理 - 任务
- 通过电话或自助工单解决技术问题并回答内部客户、软件、网络、系统/应用访问相关的问题。
- 利用记录诊断、识别、隔离和分析问题。
- 在需要时将电话转接至二级（2）支持、应用或系统支持专家，并报告重大事件。
- 与KMD品牌的员工运营部门联系，解决与所列应用相关的问题。
- 按照沟通计划向受影响的相关方报告问题和解决方案。
- 在适用的情况下维护知识库的最新状态。
最初发布于Himalayas
查看英文原文
Overview
The Service Desk shall be a Level 1 IT service desk for the organization shall conduct the following scope of services under the said Service desk.
● KMD Hardware Support
● Password/Access Requests
● KMD Application Support
● Ticket Management via Halo ITSM
- Incident Management and Request Management
● Escalation Management
● Team Communications via Teams / Email
- Each Service Desk Agent shall contribute at least one knowledge base article per month, either by creating a new article or updating an existing one.
L1 Service Desk Agents - Tasks
- Resolves technical problems and answers queries by telephone or self-service ticket in support of internal customers, software, network, system/application access.
- Diagnoses, identifies, isolates, and analyses problems utilizing records.
- Route calls to Level Two (2) support, application, or system support specialists were needed and to also report major incidents.
- Liaises with KMD Brands’ employees' operations department to address the issues pertaining to the applications outlined.
- Follows a communication plan to report issues and resolutions to affected stakeholders.
- Maintains knowledgebase up to date where applicable.
Originally posted on Himalayas
本页面信息整理自 Himalayas，版权归原发布方所有。职位可能随时关闭，投递请以原始页面为准。
本站只做信息聚合展示，不参与招聘流程，也不向求职者收取任何费用。