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
No. of openings: 1

Qualifications:

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

• Must have a Service Desk 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
. Must not be a former or present employee of CGI and no active applications with the client


PRE-SCREENING QUESTIONS:

1. What active visa do you have in the Philippines?
2. What is your level of proficiency in speaking, reading, and writing Estonian?
3. How many years of Service Desk experience do you have?
4. What is your nationality?
5. Are you amenable to working onsite and with a shifting work schedule in Taguig?
6. How much is your last drawn salary?
7. How much is your salary expectation?
8. When are you available to start once hired?