IT Service Desk

5 days ago

Taguig, National Capital Region, Philippines Hexaware Technologies Phil. Branch Full time ₱400,000 - ₱800,000 per year

Key Responsibilities:

  • Serve as the first point of contact for users seeking technical assistance via phone, email, or chat.
  • Log and track all incoming requests and incidents in the ticketing system, ensuring accurate documentation.
  • Diagnose and resolve hardware and software issues, including operating systems, applications, and network connectivity.
  • Escalate complex issues to appropriate technical teams when necessary and follow up to ensure resolution.
  • Provide guidance and support for IT-related inquiries, including password resets, account unlocks, and software installations.
  • Maintain knowledge base articles and documentation to improve service delivery and user self-service options.
  • Assist in onboarding new employees by setting up accounts and providing initial training on IT systems and tools.
  • Monitor and manage service desk performance metrics to ensure service level agreements (SLAs) are met.
  • Participate in continuous improvement initiatives to enhance service desk processes and user experience..

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