IT Service Desk

5 hours ago

Manila, National Capital Region, Philippines GodHeir Services Full time ₱360,000 - ₱540,000 per year

JOB ROLE: IT SERVICE DESK

Years of Related Experience: 2 to 4years

BPO Experience :1 Year

Industry/ Domain experience : Retail, Hospitality, Healthcare

Site Location : Taguig

SALARY: P30K TO P45K

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


• Involved 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 is required

One year BPO 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

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Thank you.

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