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IT Service Desk

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Taguig, National Capital Region, Philippines Tata Consultancy Services Full time

Essential Responsibilities and Duties

  • Provides First and second-line investigation and diagnosis
  • Resolves and closes incidents/service requests as per Service desk procedures & allocated timelines
  • Escalates unresolved incidents/service requests within agreed timescales
  • Logs relevant incident/service request details per Service desk procedures
  • Communicates with client regarding incident progress
  • Ensures tickets are always updated until issues are resolved
  • Managing, prioritizing, and documenting incoming questions and support requests by phone, email, chat, or in person.
  • Resolving technical issues quickly and efficiently
  • Installing and configuring necessary software and meeting end-user needs
  • Escalating any serious problems to relevant departments and teams
  • Ensuring optimal network performance
  • Performing system updates, tests, and maintenance to avoid service interruptions
  • Monitoring and reporting service desk tickets
  • Analyzing IT incident reports and questions to identify any trends to make recommendations for changes and to prevent future problems
  • Producing user manuals and guidance for end-users
  • Creates/maintains documentation on Back Desk
  • Special events coverage
  • Local network support and/or assists centralized Network team
  • Hardware/software selection, procurement, setup, installation, configuration, upgrades, monitoring, and troubleshooting
  • User account creation/deletion and file permissions
  • Laptop / Desktop Backup management and maintenance
  • Assist all Joiners, Movers and Leavers tasks in the respective site
  • Involve in Stock and Asset Management activities and coordinate with Stock Management

Qualifications

  • Bachelor's Degree or completed at least 2 years in college with no back subjects, Associate Graduate, College Graduate
  • At least 2-5 years relevant ITSD experience
  • Experience in resolving tickets
  • Ability to work independently and take initiative
  • Strong communications skills, both written and oral
  • Maintains strong attention to detail in high-pressure situations
  • Willingness to work flexible hours when needed
  • Immediate joiners are preferred
  • Updated resume is required