Leon John Merlan Email & Phone Number

Taguig, National Capital Region, Philippines

Philippines

Singapore

• Take ownership and responsibility of queries, issues and problems assigned to the Remote Service Delivery L2 queue.
• To deploy software on user’s machine.
• Escalates severe issues to other technical IT staff members and third-party vendors when required, based on established service level agreements (SLAs).
• To submit reassignment feedbacks whenever necessary for cases that were incorrectly assigned and for those lack of troubleshooting steps done especially by Level 1.
• Offer… Show more
• Offer guidance to agents in a timely manner when request for assistance is made through chat channel.

Singapore

• Manages global inbound ticketing queue and routing tickets to correct department as appropriate.
• Manages and resolves any assigned tickets.
• Assist agents for complex cases when needed.
• Process account creation and out-processing.
• Deliver efficient and complete closure of issue within SLA's.
• Provide excellent customer experience from start to end.

Makati, Philippines

• Ensures all calls are properly logged, escalated, and closed out to support Halcrow users globally.
• Acquires, maintains, and expands knowledge of relevant product offerings, current support policies, and methods of support delivery in order to ensure user productivity.
• Leads and participates in global team projects that enhance the quality or efficiency of support and leads/assists team members in supporting major or complex products.
• Has substantial contact with Engineering… Show more
• Has substantial contact with Engineering and IT support teams to solve technical issues and create new solutions.
• Regularly communicates service policies for products supported by the service desk.

Makati, Philippines

• Provide support by assessing needs, gathering information, and offering alternatives or solutions for end users relating to all Windows technical issues (Network Connectivity [Remote Access, Internet Explorer issues].
• Provide professional first level IT operations support (via Remote Desktop, Email, Phone and onsite (base office) support for Global Halcrow employees.
• Provide software support for standard application such as… Show more
• Provide software support for standard application such as Windows 2003/XP, MS Office 2003, Active Directory and Exchange 2003
• Provide Windows Active Directory Management (Account Creation, User Rights and Permission, Disabling and Enabling Accounts, File Folder Permission, Mailbox Creation, Joining Machine to Domain)
• Create, manage and escalate issues to proper support and keep track of service requests, trouble tickets via IT (Marval) ticketing system. Show less