IT Service Delivery Specialist

2 weeks ago

Makati City, National Capital Region, Philippines weSource Management Consultancy Firm Full time
IT Service Delivery Specialist

We are seeking a highly skilled IT Service Delivery Specialist to join our team at weSource Management Consultancy Firm. As the primary point of contact for our clients and end-users, you will be responsible for providing exceptional technical support and resolving issues in a timely and efficient manner.

Main Responsibilities:

  • Provide first-line remote technical support, including triage and troubleshooting, resolution where possible, and escalation when necessary.
  • Handle incidents and service requests in Jira ticketing tool.
  • Engage with clients and end-users through community channels such as Telegram and Discord.
  • Develop and maintain knowledge base content to enhance first-line skills.
  • Monitor system performance and investigate issues to improve overall system efficiency.
  • Analyze tickets to determine priority and ensure timely delivery within Service Level Agreements.
  • Take ownership of tickets from open to resolution, ensuring excellent customer experience.
  • Prioritize and escalate issues to further levels of support or management team as needed.

Required Skills and Qualifications:

  • At least 3 years of work experience in an international Tech environment with remote working culture.
  • Bachelor's degree is an advantage.
  • Solid understanding of best practices from ITIL frameworks.
  • Basic programming knowledge is a plus.
  • Excellent communication skills in English, both oral and written.
  • Customer service mindset and ability to provide excellent customer experience.
  • Ability to work independently, learn quickly, and take ownership of tasks.
  • Flexibility and adaptability in a fast-paced, dynamic environment.

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