IT Service Desk

6 days ago


Philippines Strategic Networks, Inc. Full time
As an IT Service Desk Agent, you will serve as the first point of contact for resolving IT systemrelatedissues. Your goal will be to achieve first-call resolution, escalating issues to second-line support when necessary. You will also provide follow-up feedback to ensure complete resolution, contributing to seamless IT operations. This role requires readiness for 24/7 support to ensure continuous IT service availability.
Respond to or resolve IT system problems.
Aim for first-call resolution and escalate to second-line support for unresolved issues at the service desk level. Provide follow-up feedback to ensure complete resolution.

Coordinate the service desk's unified scheduling and transfer the issue to the appropriate maintenance personnel based on the problem type.

Manage IT-related customer complaints received from the Customer Service Center.

Collect, summarize, and report them promptly to ensure smooth communication, timely processing, accurate statistics, and genuine feedback, ensuring thorough resolution.

Oversee IT fault/alarm scheduling and distribution of fault tickets. Notify and dispatch second-line support. Conduct reasonable interception, centralized scheduling, and unified communication, especially for crossprofessional/departmental/regional issues for widespread issues. Escalate fault handling processes and communicate fault resolution progress to relevant departments promptly.
Ensure timely follow-up on tickets and tasks related to operation metrics assessment.
Evaluate the performance of operations and maintenancepersonnel.
Conduct daily inspections as per schedule, providing detailed reports after each inspection.
Summarize daily service request knowledge, document valuable information, and submit it to the knowledge base administrator.
Maintain readiness for 24/7 support. Leaving the workstation without proper notification and endorsement is prohibited
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