Service Desk Coordinator

Are you someone who thrives in a fast-paced environment and enjoys making a direct impact on customer satisfaction? If you're looking for a role where you can not only build valuable skills but also grow within a dynamic company, we want to hear from you

ABOUT US @ TGT GLOBAL

As a Great Place to Work certified company with top ratings given by our teams, we make sure our people enjoy more than just a job.

TGT-CODED BENEFITS - Enjoy these Perks

• Comprehensive day 1 HMO including 10K medical reimbursement
• Additional HMO coverage for your dependent + dental coverage
• Free lunch meals, plus Monday breakfasts and Friday treats
• 24 Paid Time-Offs (with Annual Leave conversion)
• Continuous career development & certifications
• Comprehensive life insurance coverage
• Travel & training opportunities overseas
• Regular engaging company events
• Annual appraisal based on merits
• Regular awards and recognitions
• Free annual Flu vaccinations
• Employee referral programs
• Work onsite in BGC, Taguig

ABOUT THE ROLE

Service Request & Resource Coordination

• Serve as the first point of contact for customers across all service requests.
• Monitor resource schedules to ensure timely and accurate time entry against service requests.
• Coordinate with internal support teams to ensure optimal utilization of billable resources.
• Schedule internal and field resources on the Ticketing portal.
• Monitor resource schedules to ensure prompt time entry on service requests.
• Communicate with customers as needed, including incident updates, planned changes, and approved outages.
• Track service ticket progress and escalate issues when required.
• Conduct customer follow-ups to confirm resolution, manage complaints, and assess satisfaction levels.
• Manage after-hours engineering and support on-call rosters.
• Prepare internal and client-facing reports, including data creation, consolidation, and analysis.
• Understand overall service desk objectives, as well as the role and function of each team member.
• Design, develop, and maintain internal and client-facing process documentation, including knowledge base articles.
• Perform regular ticket quality audits to ensure service standards are met.
• Oversee CSAT results and manage Google Reviews to support continuous service improvement.

ABOUT YOU AND YOUR EXPERIENCE

• At least 3 years of required similar customer service/service desk experience in triaging and scheduling for technicians, ticket dispatch and resource allocation
• Strong verbal and written English communication skills.
• Excellent customer service and client-handling abilities.
• Ability to multitask, prioritize work, and adapt quickly to changing situations.
• Sufficient technical awareness to accurately match resources with technical issues.
• Good understanding of the organization's core services and support offerings.
• Familiarity with service desk tools, processes, and support best practices.
• Prior experience using ticketing systems is preferred.
• Highly resourceful, with strong time-management and sound decision-making skills

Take the next step in your career and unlock exciting growth opportunities, competitive perks, comprehensive benefits, and a supportive work environment. Apply Now

Job Type: Full-time

Pay: Php40, Php55,000.00 per month

Benefits:

• Company Christmas gift
• Company events
• Health insurance
• Life insurance
• Opportunities for promotion
• Staff meals provided

Ability to commute/relocate:

• Taguig: Reliably commute or planning to relocate before starting work (Preferred)

Experience:

• ticket & resource allocation, dispatch and customer handling: 3 years (Preferred)

Willingness to travel:

• 100% (Preferred)

Work Location: In person