IT Service Desk Professional

7 days ago


Quezon City, National Capital Region, Philippines IT Group, Inc. Full time

We are looking for a dedicated IT Service Desk Professional to join our team at IT Group, Inc. In this role, you will provide Level 1 technical support and service dispatch to customers, both internal and external, across different practice areas.

The position requires strong problem-solving skills, excellent communication, and ability to work in a fast-paced environment. You will be responsible for implementing software and standard operating environment procedures.

Responsibilities:

  • Offer direct first-level support via various channels
  • Remote assistance and troubleshooting
  • Utilize knowledge base references for initial troubleshooting
  • Password reset and ticket routing
  • Escalate issues to higher levels when necessary
  • Manage premium hours spent/renewal of managed support and services
  • Record and update incident reports and service requests
  • Track follow-ups and service delivery for logged requests
  • Configure and maintain the service desk system
  • Collaborate with senior staff on complex technical issues


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