Service Desk Engineer

1 week ago

Manila, National Capital Region, Philippines Capgemini Philippines Corp. Full time

Job Responsibilities:

Provide user support via Phone, Email and ServiceNow automated ticket channelsTrack, categorize, prioritise, and monitor all incidents and request reported to the Service CentreMonitoring call volumes and trends to identify potential major incidents and problemsUpdating users on the status of their incidents and requests as they progress through the lifecycle.Maintain ownership of logged incidents and request from receipt to closure, communicating to users the progress of all enquiriesIdentify recurrent trends and advise the Problem ManagerLiaison with other Service Management Services including Problem and Change ManagementSupport all Service desk Incidents and requests to meet Service Level Agreements (SLAs)Maintain a consistent high level of customer service to all stakeholdersNon-Major Incident Mgmt. - Tracking and Monitoring tickets resolution, SLAVIP Support (including prioritisation and working with resolver groups)Maintain Self Help capability and extend capability to cover additional requests and automated incident resolutions.Perform initial investigation of incidents and problems and resolve all incidents that do not need to go to a second or third level support teamFollow the Cyber Security Incident Management plan when incidents arise and participate in cyber simulation exercise QUALIFICATIONS: At least 2 to 4 years' work experience as a IT service desk / helpdesk roleTech savvy with working knowledge of office automation products, databases and remote control Ability to diagnose and resolve basic technical issues Strong problem-solving skills and the ability to work under pressure. Excellent communication skills, both verbal and written. Familiar with using customer tools, including Service Now, and Genesys phone system.

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