IT Service Desk

6 days ago

Taguig, Philippines Strategic Networks Inc. Full time

Respond to or resolve IT system problems.
Aim for first-call resolution and escalate to second-line support for unresolved issues at the
service desk level.
Provide follow-up feedback to ensure complete resolution.
IT Equipment Problem Solving
Coordinate the service desk's unified scheduling and
transfer the issue to the appropriate maintenance personnel based on the problem type.
Manage IT-related customer complaints received from the
Customer Service Center. Collect, summarize, and report them promptly to ensure smooth
communication, timely processing, accurate statistics, and genuine feedback, ensuring
thorough resolution.
Oversee IT fault/alarm scheduling and distribution of fault tickets.
Ensure timely follow-up on tickets and tasks related to operation metrics assessment.
Evaluate the performance of operations and maintenance personnel
Conduct daily inspections as per schedule, providing detailed reports after each inspection.
Knowledge Summary and Documentation: Summarize daily service request knowledge,
document valuable information, and submit it to the knowledge base administrator.
24/7 Support Compliance: Maintain readiness for 24/7 support. Leaving the workstation
without proper notification and endorsement is prohibited.

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