Service Desk with Technical Background

1 week ago

Bonifacio Global Metro Manila, Philippines YONDU INC. Full time ₱60,000 - ₱120,000 per year

DUTIES AND RESPONSIBILITIES:

  • Single Point of Contact of users both internal and external.
  • Receiving, logging, and managing calls via telephone and email.
  • Provides first-level support to queries and issues using the knowledge base in accordance with incident management and request fulfillment process.
  • Logs all tickets/service requests thru Ticketing System and ensure that all are escalated to appropriate departments.
  • Ensures that service incidents are acknowledged, escalated, and resolved according to Service Level Agreement (SLA).
  • Takes ownership of user problems and follows up the status of problems on behalf of the user and communicates progress in a timely manner.
  • Prepares reports and assure that information is readily available.
  • Other job-related activities that may be assigned from time to time.

JOB SPECIFICATIONS:

  • Education –  Associates Degree in Computer Science or Bachelor's Degree in IT, Computer Science or equivalent
  • Related Work Experience – At least 1-year experience in a technical helpdesk role
  • Knowledge –  Knowledgeable in the following:

    -Basic system and network configuration

    -Familiarity with the ticketing system.

    -Knowledgeable in basic SQL and Unix commands.

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