IT Service Desk Support

2 months ago

Taguig, Philippines Strategic Networks Inc. Full time

Skills and Qualifications
1. Above-average verbal and written communication skills to effectively interact with internal and external clients.
2. Strong commitment to customer satisfaction, with the ability to professionally handle difficult situations.
3. Basic understanding of telecommunication products and services, including mobile networks, load and promo, and OTT/A2P services.
4. High accuracy in documenting issues, resolutions, and following processes to ensure accuracy.
5. Ability to manage multiple tasks effectively and prioritize effectively in a fast-paced environment.
6. Capability to work effectively within a team and coordinate with other departments to resolve issues.
7. Ability to analyze issues, identify patterns, and provide effective solutions.
8. Competence in maintaining accurate records of all customer interactions, issues, and resolutions.
9. Strict adherence to established procedures and guidelines to ensure consistent service delivery.
10. Quick adaptability to new processes, technologies, and environments.


Key Responsibilities
1. IT System Problem Handling and Resolution: 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.

2. 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.
3. IT-Related Complaint Handling: 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.
4. IT Fault/Alarm Management: Oversee IT fault/alarm scheduling and distribution of fault
tickets. Notify and dispatch second-line support. Conduct reasonable interception, centralized scheduling, and unified communication, especially for cross-professional/departmental/regional issues for widespread issues. Escalate fault handling
processes and communicate fault resolution progress to relevant departments promptly.
5. Ticket and Task Management: Ensure timely follow-up on tickets and tasks related to
operation metrics assessment.
6. Evaluation Responsibilities: Evaluate the performance of operations and maintenance
personnel.
7. Morning and Evening Inspections: Conduct daily inspections as per schedule, providing
detailed reports after each inspection.
8. Knowledge Summary and Documentation: Summarize daily service request knowledge,
document valuable information, and submit it to the knowledge base administrator.
9. 24/7 Support Compliance: Maintain readiness for 24/7 support. Leaving the workstation
without proper notification and endorsement is prohibited.

Minimum Requirements:
1. With bachelor's degree of any courses
2. Open for fresh graduates and career shifters with good communication skills
3. With pleasing personality
4. Keen to details
5. Amenable to work on a hybrid set up in BGC, Taguig
6. Can start ASAP

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