IT Service Desk

4 weeks ago

Mandaluyong, Philippines Unison Solutions Delivery, Inc. Full time

Responsibilities

  • Task to evaluate and prioritize reported service request and incidents specially fulfilling ticket management, service request fulfilment, incident resolution, broadcast handling, and problem identification using the home-grown developed CRM system.
  • Tasked to receive, classify, and record all service requests or incidents received from any communication channels such as call, email, SMS, etc. and handled multiple critical issues.
  • Escalation, notification, and advisory releases with approved SLA.
  • Verifies user information and creates ticket specifying incident/service request details and provides feedback on the status of the service requested.
  • Verification and updating of customers information in the system such as contact details, exact office location, etc. should be done religiously prior to creation of tickets.
  • Escalates incident and service request to the problem resolution groups or vendors/support group/contractor if necessary and shall likewise provide updates to user/s.
  • Collect/gather information about the reported through interview, coordination, research and/or diagnostic procedures to determine errors or problems being raised.
  • Logs and tracks call using ticketing system and problem management database and maintains history records and related problem documentation.
  • Monitors and records the progress and status of all cases to ensure that the committed service level if fulfilled.
  • Able to efficiently close tickets assigned to different Tier levels. Provides technical assistance on hardware, software, and local-area network connectivity problems, 1st and 2nd level resolution including user access and component configuration
  • Prepares and maintains reports and applicable records of computer hardware and software inventory by site and system, user lists, user accounts and security, site and/or server licensing, and user access and security.
Qualifications
  • Graduate of Associate or Bachelor's degree in technical courses.
  • Knows around I.T stuff (Software and Hardware)
  • Must be familiar with Microsoft Technology, software and applications.
  • Good communication skills in oral and written.
  • Can work under pressure and urgent request.
  • Diligent
  • Proactive
  • Willing to be assigned to a shifting schedule.
  • Willing to render overtime.
  • Must be willing to be assign inMandaluyong City.
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