TSR/IT Service Desk
2 weeks ago
Site: Quezon City - Work Onsite
Role: IT Service Desk Analyst
Responsibilities
· Act as a single point of contact for phone calls, emails , chats and Self-service tickets from staff regarding IT issues and queries
· Receiving, logging, and managing calls from internal staff via telephone, email, chat, voice mail, self-service, etc.
· 1st and 2nd line support - troubleshooting of IT-related problems from in-house software to hardware
· Escalate unresolved calls to the infrastructure support teams
· Log all calls in the Service Desk ticketing tools such as ServiceNow,
· Identifying the issue and categorizing/prioritizing the incident and service requests
· Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress promptly
· To maintain a high degree of customer service for all support queries and adhere to all service management principles
· Provide basic in-house training in MS Office applications used within the Association (Word, Excel, Outlook, PowerPoint)
· Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.
· Being compliant to all process and procedures
· Understand the SLA/SLOs of the accounts and work accordingly to deliver service to customers.
QUALIFICATIONS:
At least High School Graduate with 2 years TSR experience or 1 year Global ITSD Experience
Amenable to START ASAP
Amenable to WORK ONSITE in QC
BENEFITS:
26,000 Salary Package (experience base)
20% Night Diff
HMO Day 1 & Life Insurance
Performance-based incentives
OT Pay
13th Month Pay
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