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Service Desk Agent

Requisition ID:  26800
Location(s): 

Pasay City, 00, PH

Work experience:  Administrative
Type of position:  Full-Time
Job Function: 

 

Vestas Factory

 

 

The IT Service Centre delivers a high-quality Service Desk service based on best practices and proven solutions, where qualified personnel and transparent processes ensure seamless user experiences. We aim constantly to improve the quality of IT support and aim for optimization of tools and processes, and for a certain level of automation. Being part of the IT Service Centre means you will be part of a continued maturity and improvement journey. Your observations and ideas count, and you will have plenty of possibilities for learning and growth.

 

The Service Desk agents provide IT support for all IT end-users in the most effective and transparent way adhering to processes. The agents handle inquiries, and they evaluate and resolve issues relating to IT equipment, applications and networks. Generally, they do troubleshoot with proper communication to the end-users and stakeholders. They are expected to continuously suggest how to improve services as well as contribute knowledge to end-users and stakeholders.

 

Overall, it is all about the support to the end-users being one top priority of a Service Desk Agent.

 

User Productivity & Digital Foundation > Infrastructure Delivery & Support > ServiceDesk, Tools & Processes

 

Responsibilities

  • Directly resolve incidents & requests as they arrive & escalate advanced cases to higher-level IT support/SMEs

  • Act as the first point of contact for all IT Users

  • Address/resolve user queries raised via various channels (Call/Chat/Email/Self- Service) along with proper documentation in ServiceNow

  • Maintain ticket hygiene

  • Provide resolution/assign the tickets to the relevant resolver groups

  • Identify and perform an initial assessment of reported critical incidents

  • Refer to knowledge base articles when resolving issues

  • Follow defined processes while attempting to resolve incidents

  • Creating child tickets and tagging them with Parent tickets (where applicable)


Qualifications

  • Skilled proficiency in the English language, both written and verbal

  • Have good time management skills and should be able to set priorities when handling multiple cases

  • Experience with or exposure to ServiceNow, Office365, AD (Active Directory), Windows OS, Citrix, Cisco VPN

  • ITIL, MCP or similar certification


Competencies

As a person, you are professional and enthusiastic by nature with a good sense of quality. You are flexible with a can-do attitude and an innovative mindset, and you thrive in a complex environment with innovative people. Furthermore, you are/have:

  • Flexible and willing to work on any shift as well as holidays as needed

  • Positive behavior and attitude can blend well with different kinds of personalities

  • Being resourceful as part of going the extra mile

  • Openness to feedback

  • Exposure to ServiceNow Ticketing tool

 

What we offer

Vestas is the energy industry's global partner in sustainable energy solutions. We design, manufacture, install, and service wind turbines across the globe, and with more than 132 GW of wind turbines in 83 countries, we have installed more wind power than anyone else. Through our high-quality smart data capabilities and in-depth 113 GW of wind turbines under service, we use data to interpret, forecast, and exploit wind resources and deliver best-in-class wind power solutions. Together with our customers, Vestas' more than 29,000 employees are bringing the world sustainable energy solutions to power a bright future.

 

Official company website: www.vestas.com

 

Additional Information

We do amend or withdraw our jobs and reserve the right to do so at any time, including before the advertised closing date. Please be advised to apply on or before the 31st of August 2022.

 

Additional Benefits

  • Fitness Subsidy
  • Retirement Benefit Plan

About Vestas
Vestas is the energy industry’s global partner on sustainable energy solutions. We are specialised in designing, manufacturing, installing, and servicing wind turbines, both onshore and offshore. 
Across the globe, we have installed more wind power than anyone else. We consider ourselves pioneers within the industry, as we continuously aim to design new solutions and technologies to create a more sustainable future for all of us. With more than 145 GW of wind power installed worldwide and 40+ years of experience in wind energy, we have an unmatched track record demonstrating our expertise within the field. 
With 29,000 employees globally, we are a diverse team united by a common goal: to power the solution – today, tomorrow, and far into the future. 
Vestas promotes a diverse workforce which embraces all social identities and is free of any discrimination. We commit to create and sustain an environment that acknowledges and harvests different experiences, skills, and perspectives. We also aim to give everyone equal access to opportunity. 
To learn more about our company and life at Vestas, we invite you to visit our website at www.vestas.com and follow us on our social media channels. We also encourage you to join our Talent Universe to receive notifications on new and relevant postings.