IT Technical Support Specialist

1 week ago


Taguig, National Capital Region, Philippines Eteam Workforce Private Corporation Full time

Job Title: IT Technical Support Specialist

About Eteam Workforce Private Corporation:

We are a reputable staffing agency providing high-quality workforce solutions to various industries. Our mission is to deliver exceptional services and exceed client expectations.

Estimated Salary Range: PHP 50,000 - 60,000 per month (including non-taxable allowance)

Job Description:

We are seeking an experienced IT Technical Support Specialist to join our team in McKinley West, Taguig. The successful candidate will be responsible for providing top-notch support to clients via phone, email, and ServiceNow automated ticket channels.

Key Responsibilities:

  • Provide user support via Phone, Email, and ServiceNow automated ticket channels
  • Track, categorize, prioritize, and monitor all incidents and requests reported to the Service Centre
  • Monitoring call volumes and trends to identify potential major incidents and problems
  • Updating users on the status of their incidents and requests as they progress through the lifecycle
  • Maintain ownership of logged incidents and request from receipt to closure, communicating to users the progress of all enquiries
  • Identify recurrent trends and advise the Problem Manager
  • Liaison with other Service Management Services including Problem and Change Management
  • Support all Service desk Incidents and requests to meet Service Level Agreements (SLAs)
  • Maintain a consistent high level of customer service to all stakeholders
  • Non-Major Incident Mgmt. - Tracking and Monitoring tickets resolution, SLA
  • VIP Support (including prioritization and working with resolver groups)
  • Maintain Self Help capability and extend capability to cover additional requests and automated incident resolutions
  • Perform initial investigation of incidents and problems and resolve all incidents that do not need to go to a second or third level support team
  • Follow the Cyber Security Incident Management plan when incidents arise and participate in cyber simulation exercise

Requirements:

  • 4 to 6 years of IT Service Desk experience
  • At least 1 year of experience with ServiceNow ticketing tool
  • Good communication skills
  • Amenable to work onsite

Benefits:

  • Competitive salary range
  • Non-taxable allowance

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