Service desk engineer supervisor

3 days ago

Quezon City, Philippines Ayuda Business Management solution Inc Full time

DUTIES AND RESPONSIBILITIESService Desk and Support• Provides direct first level of support via telephone, email, web or any other means, such as:• Answering RFIs• App navigation• Onsite and remote assistance• Initial troubleshooting using the KB as reference• Password resets and ticket routing• Escalation 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.SKILLS• Oral 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 EXPERIENCE• Must have at one (2-3) of experience in a similar position, working for an IT services and solutions company

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