IT Support Specialist

2 weeks ago

Porac, Philippines beBeeTechnical Full time ₱30,000 - ₱50,000
Job Description

As a Technical I, Global Service Desk, you will be responsible for interacting with global remote work at home analysts via phone, email, instant message, etc. to understand their IT issues, then troubleshoot, diagnose and resolve these IT issues involving multiple systems.

You will log tickets for each call with clear, concise documentation of all actions performed in near real-time.

Maintain a CSAT score of 98/10 based on user feedback.

Maintain an individual Service Level Objective of 90% minimum across all tickets regardless of Severity. With a maximum re-open rate of 10%.

Close all incidents with proper resolution and closure information which includes but not limited to root cause, and relevance to other tickets.

Prepare and submit an end of shift report of any ticket that needs to be continuously worked on across shifts.

Perform ticket issue trend analysis to identify recurring incidents and issues, and then lead the efforts within IT to determine the root cause(s), the mitigation to prevent reoccurrence, and ensure the mitigation is deployed globally. Goal is to continuously reduce the number of monthly tickets per Technical Support Analyst.

Ensure technical knowledge base and technical documentations are kept current.

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