IT Service Desk Specialist

2 days ago

Cebu City, Central Visayas, Philippines Kuehne & Nagel Full time ₱150,000 - ₱300,000 per year

Embark on your path towards a successful career. Kuehne+Nagel stands out as an innovative logistics company with adaptability and efficiency at our core. Our advanced processes enable us to deliver exceptional services to our clients and customers.

Your knowledge, expertise and distinct skillsets will play a vital role in driving the organization's growth. Your RoleIT Service Desk Specialist is intended to be the first line to acknowledge incoming incidents and requests reported by users or alarms raised by monitoring tools. IT Service Desk Specialist categorizes, prioritizes, attempts to collect as much information and diagnostics about the incident/request and solves it on the spot, if possible.

If not, IT Service Desk Specialist is responsible for escalating and tracking incidents and requests until successfully resolved. Your ResponsibilitiesFollow standard processes and procedures

Other one-time tasks assigned by manager

Ensuring compliance to Service Level RequirementsIncident Management and Incident CommunicationFulfilling incoming requests based on operating instructions (OPIs)Monitoring and reacting on monitoring alerts for corporate IT systems and applications

Contributing to extending of knowledge base to ensure Know-How transfer to and within the frontline support team

Escalating incidents and requests to the next level of support (2nd /3rd Level Support), in accordance with a defined escalation policy

Categorizing, prioritizing incoming incidents and requests, qualifying details of incidents and requests, to ensure that the information is complete and accurate

Your Skills and ExperiencesBasic knowledge of ITGood customer support

High level of motivation and discipline

Self-contained and target-oriented team player

Good analytical and problem-solving competencies

Good understanding of customer services and relationships

Strong English language skills in both verbally and written

High level of organizational and communication skills

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