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Service Desk Specialist

4 weeks ago

Paranaque City, Calabarzon, Philippines Straive Full time
Service Desk Specialist

We are looking for L1 & L2 Application Support Specialist mainly handling the Service Desk Specialist role.

L1 Application Support Specialist

Initial Incident Response: Receive and acknowledge incoming incidents, perform initial troubleshooting to identify the root cause of the issue.

  1. Basic Troubleshooting: Perform basic troubleshooting steps, such as checking application logs, verifying user credentials, and ensuring that the application is properly configured.
  2. Issue Categorization: Categorize incidents based on their severity, impact, and urgency, and escalate them to L2 support if necessary.
  3. Knowledge Base Management: Maintain and update the knowledge base with solutions to common issues and ensure that it is easily accessible to users.
  4. User Communication: Communicate with users to understand their issues, provide updates on incident status, and offer basic guidance on application usage.
  5. Incident Logging: Log all incidents in the incident management system, and ensure that all relevant details are captured.
  6. Basic Application Support: Provide basic support for front-end applications, including assistance with login issues, password resets, and basic functionality.

Also expected to fulfil the following responsibilities in agreement with Team Leadership:

  1. Process Documentation: Document processes and procedures to help improve efficiency and reduce errors.
  2. Training Sessions: Conduct training sessions for new hires or junior team members to help them get up to speed.
  3. Quality Assurance: Participate in quality assurance activities, such as reviewing tickets or testing new features - report their output e.g. Pass/Fail.
  4. Project Assistance: Assist with small projects or tasks, such as data entry or research.

Additional Responsibilities

  1. Automation: Explore automation opportunities, such as creating scripts or workflows to streamline tasks.
  2. Tool Development: Develop tools or scripts to improve efficiency or solve specific problems.
  3. Certifications and Training: Pursue certifications or training to enhance their skills and stay up-to-date with industry developments.
L2 Application Support Specialist

In-Depth Troubleshooting: Perform in-depth troubleshooting of complex issues, using advanced tools and techniques, such as debugging, network tracing, and log analysis.

  1. Root Cause Analysis: Identify the root cause of incidents, provide detailed analysis and recommendations for resolution.
  2. Issue Resolution: Resolve complex issues that cannot be resolved by L1 support, ensure that the solution is thoroughly tested and verified.
  3. Collaboration with Development Teams: Collaborate with development teams to resolve issues that require code changes or patches, ensure that fixes are properly tested and deployed.
  4. Knowledge Sharing: Share knowledge and expertise with L1 support teams, contribute to the development of knowledge base articles and training materials.
  5. Process Improvement: Identify areas for process improvement, and recommend changes to incident management processes, procedures, and workflows.
  6. Advanced Application Support: Provide advanced support for front-end applications, including assistance with complex functionality, integration issues, and performance optimization.

Also expected to fulfil the following responsibilities in agreement with Team Leadership:

  1. Complex Issue Resolution: Take on complex issues that require in-depth analysis and problem-solving.
  2. Mentorship: Mentor junior team members, including L1 specialists, to help them develop their skills.
  3. Technical Writing: Create technical documentation, such as user manuals or technical guides.
  4. Research and Development: Participate in research and development activities, such as testing new tools or technologies.
  5. Project Leadership: Lead small projects or teams, overseeing the work of L1 specialists and ensuring successful project delivery.

Additional Responsibilities:

  1. Monitoring and Reporting: Monitor application performance, and report on key metrics, such as uptime, response times, and error rates.
  2. Problem Management: Identify and manage problems, and develop plans to prevent future occurrences.
  3. Change Management: Participate in change management processes, and ensure that changes are properly assessed, approved, and implemented.
  4. Communication with Stakeholders: Communicate with stakeholders, including users, developers, and management, to ensure that everyone is informed and aligned on incident status and resolution plans.
  5. Automation: Explore automation opportunities, such as creating scripts or workflows to streamline tasks.
  6. Tool Development: Develop tools or scripts to improve efficiency or solve specific problems.
  7. Certifications and Training: Pursue certifications or training to enhance their skills and stay up-to-date with industry developments.
Seniority level

Associate

Employment type

Full-time

Job function

Information Technology, Administrative, and Analyst

Industries

Business Consulting and Services

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