IT Service Desk Level 1

1 day ago

Pasig, National Capital Region, Philippines Full Potential Solutions Full time ₱300,000 - ₱600,000 per year
Job Description:OverviewOur Core Values:
  • Integrity - Do what's right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect
  • Excellence - Deliver exceptional client results, Reward and recognize performance, and relentlessly pursue improvement
  • Accountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be Passionate
  • Grace - Respect and appreciate differences, Care for one another, Humility, Make work personal

ResponsibilitiesResponsibilities:
  • Monitor and respond quickly and effectively to incidents and requests received via email and Self-Service Portal.
  • Deliver relevant and correct technical support on a case-by-case basis.
  • Ensure proper recording, problems and changes in the designated ITSM system.
  • Properly prioritize and escalate unresolved queries as required to ensure customer satisfaction.
  • Assist other teams to initiate, design and manage effective support solutions as determined by our business needs.
  • Detect and report increasing trends, unusual activity or repeated activity.
  • Request client system ID for new hires
  • Managing ID assignment in AD or any IAM
  • Provisioning of IDs in all internal systems as deemed necessary
  • Managing ID assignment and hierarchies in IAM
  • De-provision all internal and client IDs upon employee termination.
  • Submit support tickets and communicate with client/s and operations on all system access issue.
  • Coordinate on client outages by attending triage call and coordinating with operations
  • Reset password for client and internal systems.
  • Other task/s that is/are innately included in the position that the immediate head may assign from time to time.
QualificationsQualifications:
  • Bachelors degree, or equivalent relevant work experience
  • Two or more years of service desk experience (hardware, software support & related technologies) and first level of remote in a domain environment are required
  • Experience in working in a global service center
  • Open to work on a shifting schedule
  • Experience supporting Windows desktop Mac and notebook computers
  • Familiarity with ITIL is an asset
  • Good verbal and written communication skills
  • Good customer service, relational & can interact with various people at different levels in the organization
  • Ability to manage high-stress situations calmly and effectively
  • Strong attention to details and well organized
  • Must be familiar with end user support and Active directory are required for this role.
  • This will be a remote role, Training will be provided onsite (Manila, PH).
  • Work timings: 9 am EST- 6 pm EST.

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