Service Desk Officer

2 weeks ago


Cebu City, Central Visayas, Philippines BDO Unibank Full time

Select how often (in days) to receive an alert:

Business Unit: Information Technology Group

Department:

BASIC FUNCTION:

Responsible for providing a single point of contact for all problems, requests and inquiries related to Information Technology (IT). The Service Desk Officer is responsible for call taking, email and tickets handling, problem and request logging and monitoring, and providing first-level support.

DUTIES & RESPONSIBILITIES:

I. Service Desk Officer - Inbound

A. Call Receiving, Logging and Monitoring (40%)
  • Receive calls on IT-related problems, requests and queries from users.
  • Record call details on the ticketing tool.
  • Assign resolution priority according to the incident's business impact.
  • Monitor problems and requests until an acceptable solution is provided.
B. First-level Support (35%)
  • Provide first-level support over the phone.
  • Handle problems, requests and inquiries remotely by giving step-by-step procedures to the users.
  • Provide permanent resolution or workaround procedures based on appropriate troubleshooting guide.
  • Follow proper notification and escalation procedures.
  • Escalate unresolved problems and requests to the appropriate IT units based on standard escalation matrix.
  • Track the status of problems and requests assigned to Level 2 support units.
D. Ticket Updating (8%)
  • Record all ticket updates on the ticketing tool.
  • Update tickets to document all relevant information.
E. Other Administrative Functions (2%)
  • Train new Service Desk personnel.
  • Perform other related functions that may be assigned from time to time.

II. Service Desk Officer - eChannels

  • Monitor and retrieve email messages on IT-related problems, requests and queries from users.
  • Record eMail details on the ticketing tool.
  • Assign resolution priority according to the incident's business impact.
  • Monitor problems and requests until an acceptable solution is provided.
B. First-level Support (35%)
  • Provide first-level support over the phone.
  • Handle problems, requests and inquiries remotely by giving step-by-step procedures to the users.
  • Provide permanent resolution or workaround procedures based on appropriate troubleshooting guide.
  • Follow proper notification and escalation procedures.
  • Escalate unresolved problems and requests to the appropriate IT units based on standard escalation matrix.
  • Track the status of problems and requests assigned to Level 2 support units.
D. Ticket Updating (10%)
  • Manage rejected and unowned tickets created by Service Desk.
  • Handle tickets assigned to Service Desk.
  • Record all ticket updates on the ticketing tool.
  • Update tickets to document all relevant information.
E. Other Administrative Functions (2%)
  • Train new Service Desk personnel.
  • Perform other related functions that may be assigned from time to time.

Note: The incumbent may be assigned as either Inbound or eChannels officer, performing the full-time function as defined herewith based on his/ her current assignment.

BDO Unibank, Inc. provides equal opportunity to all qualified candidates. Hiring decisions are based on job requirements and candidate qualifications, and shall not be influenced by any consideration of race, color, religion, sex (including sexual orientation and gender identity), national or ethnic origin, or disability. Requisition ID: 13986

The BDO, BDO Unibank, and other BDO-related trademarks are owned by BDO Unibank, Inc. BDO Unibank Inc. All Rights Reserved.

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