TSR/IT Service Desk

2 weeks ago


Manila, National Capital Region, Philippines Nezda Technologies, Inc. Full time

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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