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IT Service Management Specialist

1 week ago

Quezon City, National Capital Region, Philippines ServicePoint IT Full time

We're looking for an experienced IT Service Management Specialist to join our team at ServicePoint IT. As a key member of our service management team, you'll play a critical role in delivering high-quality IT services to our clients.

About the Role:
  1. Service Desk Management: Manage our service desk, responding to client inquiries, and resolving technical issues in a timely and professional manner.
  2. Incident Management: Investigate and resolve incidents promptly, minimizing downtime and ensuring business continuity.
  3. Problem Management: Identify and resolve underlying causes of recurring incidents, implementing permanent fixes to prevent future occurrences.

Your strong technical skills, excellent communication abilities, and customer-focused approach will enable you to provide exceptional support to our clients. You'll work closely with our technical teams to troubleshoot complex issues, develop solutions, and implement changes to improve our services.

Key Responsibilities:
  • Service Level Agreement (SLA) Management: Monitor and report on SLA performance, identifying areas for improvement and implementing corrective actions as necessary.
  • Ticket Management: Manage tickets effectively, prioritizing tasks, and allocating resources to ensure timely resolution of client requests.
  • Process Improvement: Continuously evaluate and improve our service management processes, identifying opportunities for cost savings and efficiency gains.
Requirements:
  • Service Management: Proven experience in service desk management, incident management, and problem management.
  • Technical Knowledge: Familiarity with IT infrastructure, networking, desktop support, or troubleshooting is an advantage.
  • Communication: Excellent written and verbal communication skills, able to convey complex technical information to non-technical stakeholders.