Service Desk Coordinator

5 days ago

Eastwood City, Philippines TechnoGlobal Team Inc. Full time ₱50,000 - ₱60,000 per year

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

YOU DESERVE THE BEST - Enjoy these Perks

  • Comprehensive day 1 HMO with 10K medicine reimbursement.
  • Additional HMO coverage for your family + dental coverage.
  • Free annual Flu vaccine.
  • Continuous career development and certifications.
  • Travel & training opportunities overseas.
  • Regular awards and recognitions.
  • Comprehensive life insurance.
  • 24 Paid time offs (with Annual leave conversion).
  • Annual appraisal based on merits.
  • Complimentary lunch meals (plus free breakfast on Mondays and treats on Fridays).
  • Regular engaging company events & promotes work-life balance
  • Employee referral programs.
  • Work onsite in Eastwood, MDC Quezon City.

What you'll do:

  • Act as the single point of contact to the client for all types of service requests.
  • Coordination of all IT support groups to ensure maximum utilization of billable resources.
  • Pre-process service requests as they arrive through email, manual entry, or direct client input.
  • Schedule internal and field technical resources on the Autotask and/or Rocketship dispatch portal.
  • Monitor resource schedules to ensure prompt time entry on service requests.
  • Communication with clients as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.
  • Improve client service, perception, and satisfaction.
  • Fast turnaround of client requests.
  • Ability to work in a team and communicate effectively.
  • Improve usage and increase productivity of IT support resources.
  • Escalate service requests that cannot be scheduled within agreed service levels.
  • Report the utilization of IT Support resources and successful completion of service requests to the Service Manager.
  • Understand processes in Autotask PSA by completing assigned training materials.
  • Enter all work as service tickets into PSA.

What you'll need to succeed in this role:

  • In the call queue every day. Create tickets, gather essential information from the client, verify the urgency of the request, and assign the tickets to the appropriate Technicians.
  • Ensure that service tickets are responded to within 2 hours.
  • Check voice mail as well as the support inbox and assign tickets appropriately to Technicians.
  • Handle scheduling for Technicians.
  • Provide excellent customer service to callers by addressing their concerns and inquiries professionally and courteously.
  • Works on administrative projects assigned by supervisor. These projects will include marketing tasks, staff event planning, client event planning, and other administrative duties. – May be further out
  • Helping schedule IT Business Reviews
  • Putting together presentations – work in PPT and Excel

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

Job Types: Full-time, Permanent

Pay: Php50, Php60,000.00 per month

Benefits:

  • Company events
  • Health insurance
  • Life insurance
  • On-site parking
  • Opportunities for promotion
  • Promotion to permanent employee
  • Staff meals provided

Work Location: In person

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