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Service Desk Engineer Supervisor

4 weeks ago

Quezon City, National Capital Region, Philippines Ayuda Business Management solution Inc Full time
Job Title: Service Desk Engineer Supervisor

We are seeking a highly skilled Service Desk Engineer Supervisor to join our team at Ayuda Business Management Solution Inc. As a key member of our IT department, you will be responsible for providing exceptional support to our customers and ensuring the smooth operation of our service desk.

Key Responsibilities:
  • Provide direct first-level support via various channels, including telephone, email, and web
  • Answer RFIs, navigate apps, and provide onsite and remote assistance
  • Initial troubleshooting using the knowledge base as reference
  • Password resets and ticket routing
  • Escalation to Level 2, 3, and principal when needed
  • Monitor premium hours spent and renewal of managed support and services
  • Receive, log, and update incident reports and service requests
  • Track follow-ups and service deliveries of logged requests
  • Configure and maintain the service desk system and provide access management
  • Coordinate with principal partners and Technical Managers for L3 and L4 technical support and management of incidents
Requirements:
  • Bachelor's degree in Engineering or Computer Science-related courses
  • At least 2-3 years of experience in a similar position, working for an IT services and solutions company
  • Excellent communication and problem-solving skills
  • Ability to work in a fast-paced environment and prioritize tasks effectively
What We Offer:
  • A competitive salary and benefits package
  • Opportunities for professional growth and development
  • A dynamic and supportive work environment