Service Desk and Monitoring Administrator

4 days ago

Taguig, Philippines Tata Consultancy Services Full time

Service Desk and Monitoring Administrator Get AI-powered advice on this job and more exclusive features. Direct message the job poster from Tata Consultancy Services Ensuring user queries or issues are captured, validated, and triaged for further processing. Ensuring that various types of information are communicated to users through the appropriate channels. Acting as a first point of contact for users and customers and advising users on an appropriate course of action. Identifying and diagnosing issues and problems. Categorizing and recording reported queries. Working with various stakeholders to coordinate and execute the tasks efficiently. Maintaining end to end ownership of incidents. Delivering customer service through multiple channels including human, digital, self-service, and automated. Escalating unresolved problems to a higher level of support, if needed. Monitoring system performance, resource utilization, and health metrics using tools like Hitachi NMS, EMC SRM, EA Logger, New Relic, Oracle OEM. Resolving Level 1 alerts and triage Level 2/3 alerts to L2/L3 resolver teams. Analyzing alert trends and reporting. Identifying and resolving issues promptly to ensure system availability and reliability. Triaging with Techbar and L2 support to troubleshoot and resolve user issues. Well-developed interpersonal skills and proven ability to work alone and as part of a team with minimal supervision. Working experience in installation, maintenance and support of IT equipment, including desktop computers, laptops, tablets, phones, scanners and printers. SKILLS & EXPERIENCE Qualifications: Well versed with following technologies. Experience in Monitoring tool (ex: New Relic, Hitachi NMS, EMC SRM, EA Logger, Oracle OEM). Experience in Office 365 L1.5 support. Experience in Mac OS and iOS. Experience: 5+ years’ previous experience in similar technologies. Seniority level Associate Employment type Full-time Job function Customer Service Industries IT Services and IT Consulting #J-18808-Ljbffr

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