Job Opportunities in Philippines

September 10, 2024

Damstra Technology

Clark Freeport Zone

FULL TIME

Client Services Officer

Role Objective
The main purpose of this role is to provide technical support and assistance to end-users and customers of Damstra Technology. Service Desk Analyst serves as the initial contact point for users who may experience/encounter technical issues, may have inquiries and or require assistance with various IT-related tasks. Primary responsibilities include issue resolution, user support, incident management, communication, remote support, customer satisfaction, troubleshooting and documentation.

Key Responsibilities
  • Understand and adhere to Damstra values, policies, and procedures.
  • Manage calls, emails, and chats, and provide support and troubleshooting to client concerns, requests, and inquiries
  • Gather and analyze information about the user’s issue and determine the best way to resolve their problem.
  • Contribute to Knowledge base articles.
  • Accurately log all Service Desk tickets using the defined ITSM tool
  • Take ownership and responsibility of issues from start through successful resolution.
  • Triage the Support Desk queue by responding, resolving, and escalating issues to/with appropriate resources, teams, or department.
  • Have a deep understanding of the Damstra Technology products and their clients.
  • Ensure compliance to agreed SLAs, KPIs, and metrics as a resources.
  • Display clear and concise English communication skills both written and verbal.
  • Perform document/requirement validation and verification based on qualifications in a timely manner
  • Submit deliverables, documents, and reports as required and in a timely manner
  • Demonstrate critical thinking skills and sound decision making.


Required Qualifications/certifications (if applicable)
  • Any degree within the IT field or anything related
  • Ideal but not required, background in ITIL or any service management processes
  • Excellent written and verbal communication skills
  • Excellent organizational and time management skills

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