Service Desk Coordinator

Capital One Capital One · Banking · Alabang, Philippines

Provide technical support to users in an efficient and accurate manner. Considered as the firm’s front line and will solve basic technical problems while providing support for all assigned areas. The goal is to make sure that Capital One associate value is maintained to the standards set forth by the company.

What you'd actually do

  1. Provide application support through remote access tools to resolve internal end user issues
  2. Monitor and respond quickly and effectively to calls or chats received to the Capital One Service Desk
  3. Interact with end users via soft phone or chat modules to resolve primarily software issues but may get questions about hardware
  4. Remotely access and support end user machines to achieve first call resolution
  5. Utilize Service Now as the ticketing tool to track and escalate tickets for end users

Skills

Required

  • High School graduate
  • At least 1 year experience in a call center environment or any equivalent work experience
  • Communication skills for written and verbal business correspondences
  • Excellent problem solving and judgment skills
  • Analytical skills for decision-making
  • Amenable to Work in a Hybrid Setup
  • Amenable to work in a Shifting Schedule (24/7 Operations)

Nice to have

  • At least 1 year in Tech or relevant work-related experience in a BPO, IT or similar industry
  • At least 1 year of remote help desk support experience
  • 1+ year of Mac support experience
  • 1+ year of experience working with Windows 10 Operating systems
  • 1+ year of experience troubleshooting Windows 10 Operating systems