IT Support Specialist

3 weeks ago

Manila, Philippines Harte Hanks Full time

IT Support Specialist Harte Hanks Manila, National Capital Region, Philippines Overview Of Job Responsibilities Primarily responsible for all IT Helpdesk Level 1 tickets, ensuring that all tickets are accepted and assigned within the service level. Escalates level 2 tickets when necessary and provides initial resolution or analysis of tickets inside the company. Closely works with Operations and other support groups for outages, maintenance, updates and other IT-related issues on equipment, tools and other IT infrastructure. Handles special monitoring tasks for client-end servers, data center for job failures, non-working jobs/tasks or command outages/downtime and escalates to the POCs/Analyst urgently. Essential Responsibilities And Deliverables Primary responsible for the IT helpdesk level 1 tickets. Ensures that all tickets were assigned within the agreed SLA of two hours after submission. Primary focal Point-of-Contact for the resolution of problems or issues being raised through phone call or Ticketing system. Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from Harte-Hanks employees experiencing computer-related problems. Handles ticket properly, escalates to level 2 if necessary. Coordinates with POC of incidents if necessary. Interviews user to collect information about problem and leads user through diagnostic process to determine source of error. Determines the root cause of the problem and remotely addresses the issue if able. If not, creates a Help Desk ticket, and assigns the issue to a specialist. Probes and identifies system and access irregularities reported and experienced by Operations. Serves as the shift POC for all staff questions and concerns; Informs Managers of system errors, trends, and problems and interacts with I.T. Support Groups (Internal and External) to resolve all IT-related concerns and possible conflict of information. Install software as needed and replacement peripheral equipment. Provides highlights findings or summary on critical incidents to IT related outages such as tools outages for call-center environment. Critical Working Relationships Global Service Desk focuses on helping and assisting all Harte-Hanks employees that need assistance with IT related issues. Work closely with Tools and Technology Team for operation outages. Work with Telecoms, Network Teams and Local Desktop Team for any IT infrastructure issues and inquiry. Work closely with Database Team for any job failures and long running jobs during monitoring hours. Seniority Level Not Applicable Employment Type Full-time Job Function Information Technology Industry Advertising Services Referrals increase your chances of interviewing at Harte Hanks by 2x Get notified about new Information Technology Support Specialist jobs in Manila, National Capital Region, Philippines . #J-18808-Ljbffr

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