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Service Desk Engineer

2 months ago

Manila, National Capital Region, Philippines AYUDA Business Management Solutions, Inc. Full time

Service Desk Engineer

Location: Quezon Ave., QC.

Workset Up: Hybrid

FUNCTION AND MAIN PURPOSE OF THE JOB:

The Service Desk Engineer is responsible for providing Level 1 technical support and service dispatch to customers, both internal and external, across different practice areas. Service Desk Engineer provides Tier 1 support. Performs as the first point of escalation of IT infrastructure incidents that involve clients, customers, service providers, internal support and external vendors. The position provides organized triage communication, information and resolutions to customers who have issues pertaining to products and services of the company, as well as internal operations. SD understands software implementation and standard operating environment implementation.

DUTIES AND RESPONSIBILITIES

Service Desk and Support

Provides direct first level of support via telephone, email, web or any other means, such as:Answering RFIsApp navigationOnsite and remote assistanceInitial troubleshooting using the KB as referencePassword resets and ticket routingEscalation to Level 2, 3 and principal when needed Monitors premium hours spent/ renewal of managed support and services.Receives, logs and updates incident reports and service requests; reports recurrence of incidents of the same nature.Tracks follow-ups and service deliveries of logged requests.Configures and maintains of service desk system; provides access management.Coordinates with principal partners and Technical Managers for L3 and L4 technical support and management of incidents.Interprets schematics to determine the best solution to incidents and requests for change.SKILLSOral Expression - Talking to others to convey information effectively.Oral Comprehension - ability to listen and understand information and ideas presented through spoken words.Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.Written Expression - Communicating effectively in writing as appropriate for the needs of the audience.Service Orientation - Actively looking for ways to help people.Active Learning - Understanding the implications of new information for both current and future problem-solving and decision-making.Coordination and Collaboration - adjusting actions in relation to others' actions.Monitoring - Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.Time Management - Managing one's own time and the time of others. Ability to hit deadlines and finish projects based on committed timeline.

EDUCATIONAL BACKGROUND

Must have a degree in Engineering or any Computer Science-related coursesPREVIOUS WORK EXPERIENCEMust have at least one (1) of experience in a similar position, working for an IT services and solutions company.