Information Technology Service Desk

2 days ago

Mandaluyong City, National Capital Region, Philippines Unisys Full time ₱40,000 - ₱60,000 per year

Advises and assists users over the telephone, email or chat to resolve incidents related to hardware, software, network connectivity and peripherals. Screens, diagnoses, researches and resolves user issues. Maintains passwords, data integrity and file system security for the desktop environment. Provides onboarding support of new associates, including laptop and/or desktop configuration, system access and security clearances. Documents service requests and dispatches orders to support groups for problem resolution. Provides quick response to ensure maximum uptime of all users and to meet or exceed Service Level Agreements (SLAs).

Key Responsibilities

  • Provides Tier 1 and Tier 2 support.
  • Troubleshoots and resolves complex issues including:
  • Supporting maintenance of hardware /software, client propriety, COTS and Unisys applications and issues with voice communications and voicemail systems, and
  • Assisting with resolution of Issues with network connectivity, printing and remote access to desktop equipment.
  • Identifies root causes of problems and takes responsibility for timely solution; escalates unusual or complex problems to higher levels for resolution.
  • Communicates problem, resolution and root cause information to users, both technical and non-technical, to help prevent future recurrence.

Supports L1 and L2 support agents in ongoing day to day questions related to client incidents, requests and queries.

  • • Utilizes problem solving and analytical skills to effectively resolve challenging incidents.

Key Qualifications

  • ITIL CERTIFICATION
  • Generally, 3-4 years' experience in area of responsibility

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