Service Desk Video & Mobility Support Specialist

Job Description

Acts as Level 1 support who ’s responsible for resolving, coordinating and managing the issues related to the video conferencing & mobility support system of Fluor. Other responsibilities also include granting and removing access on the Fluor ’s video & mobility system. Additional ad hoc tasks may also be included on the job responsibilities depending on the business need.

Roles and Responsibilities

  • Process service requests and incident requests related to the enterprise video & mobility support system of Fluor
  • Act as an IT liaison to improve communication and customer satisfaction
  • Respond to and perform first level troubleshooting, as necessary, of technical issues via phone or email or chat
  • Follow standard Service Desk procedures
  • Escalate or redirect problems or requests to appropriate support
  • Handle and escalate high-severity tickets
  • Document actions taken and resolution steps to keep users updated of the progress of the ticket Track incident and service request tickets until closure.
  • Research and investigate on new or unfamiliar issues that may arise while utilizing available tools & resources
  • Coordinate with other support groups or vendor service providers to keep service level agreement (SLA) at satisfactory
  • Participate in and support new project initiatives as they come (in relation to the Video & Mobility Platform)

Stay current with system information, changes and updates Maintain IT GMC Service desk standards and key metrics

Education and Experience

  • College degree or relative work experience
  • At least two years of relevant IT and call center/ helpdesk operations work
  • Knowledge of relevant call ticket tracking applications
  • Knowledge of video conference tools (Cisco/CUCM) is an advantage but not required
  • Knowledge of Maas360 or MDM (Mobile Device Management) tools
  • Knowledge of configuring wireless access points on mobile devices
  • Sound knowledge and experience of customer service practices

Key Competencies

  • Excellent oral and written English communication skills
  • Pleasing personality
  • Strong inclination to learning and on-boarding new projects or initiatives
  • Strong customer service orientation
  • Quick adaptability and flexibility
  • Amenable to rotating work schedule including night shift, extended work hours, holiday and/ or weekend
  • Good planning and organization skills
  • Keen attention to detail
  • Strong stress tolerance
  • Works with minimal supervision
  • Keen problem analysis and problem-solving skills Good multi-tasking skills

Why Apply at Phil-Data?

Competitive salary package (commensurate with work experience)
Competitive commission and Incentives
Promotes work-life balance

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