IT Service Desk Operations Specialist

4 days ago

Quezon City, National Capital Region, Philippines beBeeTicketManagement Full time ₱480,000 - ₱720,000

Job Title: IT Service Management Coordinator

A vital role in ensuring the smooth operation of service tickets and requests within the ITSM platform.

Key Responsibilities:
  • Ticket Management:
    • Monitor, review, and manage all ITSM queues to ensure timely updates, categorization, and resolution.
    • Prioritize and escalate tickets to meet SLAs using sound judgment for urgency and impact.
    • Check for process adherence in ticket handling and identify tickets that need movement or escalation.
    • Analyze ticket data for quality reporting, root cause analysis, and trend identification.
    • Recommend process improvements for queue handling and ticket triage.
    • Maintain documentation related to ticket triage and queue workflows.
  • Reporting & Analysis:
    • Generate reports on queue volumes, SLA performance, backlog, and aging tickets.
    • Provide actionable insights to improve service desk and resolver group performance.
  • Collaboration & Training:
    • Serve as the main contact for queue performance and related issues.
    • Collaborate with service desk, incident, problem, change, and knowledge managers.
    • Work closely with ITSM tool administrators for process improvements.
    • Provide training and guidance on queue management best practices.
  • Stakeholder Engagement:
    • Communicate effectively with clients, technical teams, and stakeholders.
    • Gather and understand requirements from business units.
    • Report trends and suggest areas for improvement to stakeholders and end users.

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