Service Desk Coordinator

1 week ago

Philippines Tahche Outsourcing Services Inc. Full time ₱450,000 - ₱750,000 per year

JOB POSITION: SERVICE DESK COORDINATOR

This is a full-time role, on a US shift and a Work from Home set-up. If you have the right skill set, this may be your opportunity to enter this fast-growing organization.

DUTIES & RESPONSIBILITIES:

  • Pre-process service requests that arrive through email, manual entry, or direct client input.
  • Act as the single point of contact to the client for all types of service requests.
  • Review and categorize incoming service tickets based on priority, urgency, and complexity.
  • Gather additional information from clients as needed to ensure accurate ticket documentation.
  • Coordinate all IT support groups to ensure maximum utilization of billable resources.
  • Schedule internal and onsite resources on the Autotask dispatch portal.
  • Monitor resource schedules to ensure prompt time entry on service requests.
  • Communication with clients as required: keeping them informed of incident progress, and notifying them of impending changes or agreed outages.
  • Improve client service, perception, and satisfaction; perform post-resolution follow-ups to requests.
  • Fast turnaround of client requests.
  • Ability to work in a team and communicate effectively.
  • Improve usage and increase productivity of IT support resources.
  • Ensure that all ticket information, including issue details, troubleshooting steps, and client interactions, is accurately documented.
  • Update and improve documentation to streamline the triaging process and support continuous improvement.
  • 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.
  • Enter all work as service tickets into Autotask.
  • Identify recurring issues and report them to the Service Desk Manager to improve resolution processes and reduce incident frequency.

REQUIREMENTS:

  • 3+ Years of previous IT support experience in an MSP environment handling SME clients
  • Experienced in using the Autotask dispatch portal
  • Previous Client Service or phone-related skills; familiarity with computer system support terminology concepts
  • Basic computer and operating system knowledge
  • Interpersonal skills: such as telephony skills, communication skills, active listening, and client care
  • Ability to multi-task and adapt to changes quickly
  • Technical awareness: ability to match resources to technical issues appropriately
  • Service awareness of all organizations key IT services for which support is being provided
  • Understanding of support tools, techniques, and how technology is used to provide IT services
  • Excellent communication skills in English (verbal and written)
  • Typing skills to ensure quick and accurate entry of service request details
  • Self-motivated with the ability to work in a fast-moving environment

Job Type: Full-time

Pay: Up to Php50,000.00 per month

Benefits:

  • Company events
  • Health insurance
  • Work from home

Work Location: Remote

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