Job Title: Multilingual Service Desk Analyst (Estonian)

Category: Service Desk / End User Services

Position ID: J0326-1302

Work set-up: Onsite in Taguig

Salary: Php 60,000 - 70,000

Work shift: Mid and Night-Shift

Employment Type: Full Time

Qualifications:

Educational Requirements

• at least a Vocational Diploma, Short Course Certificate Undergraduate, or Bachelor's / College Degree in any field

• With or Without Service Desk Experience.

• With IT support/Technical experience.

• Should have an , active working visa, Temporary Resident Visa or Permanent Resident Visa who are currently in the Philippines are welcome to apply

• Can speak, read, and write in Estonian.

• Willing to work onsite.

• The process will be a language, technical, and final interview.

​Job Role and Responsibilities

. Handles first line incidents, including triage and troubleshooting, resolution where possible and assignment or escalation of tickets to 2nd/3rd line support teams.

. Supports Service Request Management and Service Restoration Management Level 1

. Resolve issues utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning skills.

. Receive and respond to user inquiries and requests via phone, chat, portal and email.

. Ensure fast and accurate turnaround of work.

. Solve problems using agreed upon procedures.

. Develop a comprehensive understanding and mastery of all Service Desk tools.

. Remain updated on products, policy, procedure and other important operational issues.

. Perform other duties as assigned

Others:

. Willing to work in shifts

. Able to work well in a high pressure environment

. Flexible and able to adapt to changes quickly and think conceptually