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Via D. — Mid-Level IT Service Desk Support Specialist from Philippines

Via D.

Mid-Level IT Service Desk Support Specialist

Philippines 3-6 years
Open to offersNew to Platform
Languages
EnglishTagalog
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About

Via D., a driven customer service professional, boasts a distinguished career in IT service desk support and customer retention. With extensive experience, she provides empathetic and effective assistance, excels in conflict resolution, and demonstrates proficiency in handling objection management. Her technical expertise includes troubleshooting hardware and software issues within Windows and Microsoft 365 environments. During her tenure at Probe Cx, Philippines, she delivered first-level technical support to over 100 end users, achieving a remarkable service level agreement compliance rate of 95-100% using ServiceNow. Her analytical capabilities enhance customer loyalty and satisfaction through strategic problem-solving. At Concentrix, she advanced customer retention strategies and effectively engaged with cross-functional teams to reduce churn rates. Via's commitment to delivering exceptional service and support is evident through her comprehensive experience across diverse IT platforms and customer engagement strategies.

Experience

  • IT SERVICE DESK

    Probe Cx. Philippines · 2025 — 2026
    Provided first-level technical support to over 100 end users through various channels including phone, email, chat, and outbound calls, addressing hardware, software, and network problems. Managed an average of 30-50+ tickets daily using ServiceNow and ensured 95-100% SLA compliance. Diagnosed issues with Windows OS, Microsoft 365, VPN, Citrix, Zoom, printers, and mobile devices, and supported Zoom meetings. Handled user account administration tasks, conducted follow-ups to confirm issue resolution, and escalated complex matters to Level 2/3 teams. Maintained comprehensive documentation in the knowledge base and supported onboarding and offboarding processes.

  • CUSTOMER RETENTION SPECIALIST

    Concentrix. Philippines · 2021 — 2025
    Focused on enhancing customer retention and loyalty by proactively addressing concerns and providing tailored solutions. Analyzed customer feedback to identify areas for improvement, developed engagement strategies, and collaborated with cross-functional teams to implement initiatives aimed at increasing satisfaction.

  • CUSTOMER SERVICE REPRESENTATIVE

    Alorica · 2020 — 2020
    Addressed customer inquiries through phone and email while delivering accurate information and resolving complaints. Assisted with order and return processing, maintained customer records, and worked with team members to improve service efficiency.

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