Global IT Service Desk Specialist

2 months ago

Manila, National Capital Region, Philippines Inspiro Full time

JOB RESPONSIBILITIES:Responsible for the initial assessment of hardware and software problems reported to the ticketing system and responding to technical concerns that can be resolved remotely in support of the efficient operations of the company. Also responsible for the update of the service desk ticketing system.Handles ticket requests received over the phone, through email, or through the ticketing portal quickly and efficiently though utilizing existing documentation, training, and resources ensuring that ticket requests are accomplished according to the set standard response/resolution timeCreates online tickets for technical concerns received via the phone or emailSolicits relevant information from the client to sufficiently describe non-routine problems to other IT service groups (i.e. Telecoms and Network Engineering, Systems Administration Group, Corporate Solutions Development Group) for the completion of a particular ticket and effective communication of solutions to client-usersInterfaces with client end-users to discuss and understand the requirements as well as explain the actions taken to close the ticket within client's satisfactionProvides site over-the-phone technical support/assistance for the troubleshooting of desktop PCs and related peripherals. This covers but not limited to the following: Desktop PC hardware such as scanners, printers; Desktop PC Operating System such as Microsoft Windows, Linux, etc; and desktop application software such as Microsoft Office, Anti-virus software and other application softwareMonitors various systems and networks and reports inconsistencies to the IT GroupEnsures security of desktop (PC) environment from external and internal virus threats through effective maintenance of antivirus software applicationsDiagnoses ticket requests effectively and quickly to resolve and come up with solutions and appropriate action plans to complete the ticket requestComes up with improvement initiatives and new ideas to solve and complete tasks and ticketsEnsures services provided comply with company external and/or customer standards such as ISO, BS7799, SEICMM, COPC, etc.Ensures the timely and effective delivery of technical support services in compliance to service level agreements (SLAs) defined with all internal and external customersSends information to IT Operations regarding Work OrdersCoordinates with IT Operations for follow-ups on existing and open work ordersCoordinates with Service Desk and IT Operations heads and colleagues regarding daily technical support group activitiesPrepares reports regarding required by the Service Desk SupervisorReleases System Announcements for scheduled IT activitiesProvides daily Flash Reports for the previous day's IT activitiesSends Incident Reports to disseminate information on system down times and other IT concerns affecting a large group that have not been resolvedSpeaks of ideas clearly and articulately in all presentation and situation may it be for internal or external clientsCorresponds with and generates reports for the group with all regard for style and language.JOB REQUIREMENTS:Graduate of any Technical or IT-related courses(such as BS Computer Engineering, Electronic and Communication Engineering, Electronics and Computer Technology, Computer Science and Information Technology)Preferably good in oral and written English communicationExperienced in experience in Help Desk operations and managementWilling to work in MandaluyongAmenable to work on shifting schedulesPlatform-Specific Requirements:Preferably with 1 - 2 years of work experience; must show and/or possess technical affinityMust be familiar with internet usage, Microsoft Office products, various Operating Systems and other productivity toolsMust have exposure to the implementation or compliance to external Quality and Audit standard such as ISO 9001, ISO 27001, CMM, COPC, etc.Must possess acceptable knowledge of spoken and written EnglishMust have basic knowledge in Desktop and Application support troubleshootingMust be familiar in Network and System Administration.

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