IT Support Specialist

2 weeks ago

Manila, National Capital Region, Philippines Harte Hanks Full time ₱250,000 - ₱750,000 per year

Overview Of Job Responsibilities
Primarily responsible for all IT Helpdesk Level 1 tickets, that these are all accepted and assigned within the service level. Ensures that all tickets are dealt with accordingly, level 2 tickets are escalated whenever necessary. Responsible for initial resolution or analysis of tickets inside the company.

Closely work with Operations and other support group for outages, maintenance, updates and other IT-related issue on equipment, tools and other IT infrastructure.

Handles special monitoring task for client-end servers, data-center for job failures, non-working jobs/task or command outages/downtime and escalate it to the POCs/Analyst urgently.

Essential Responsibilities And Deliverables

  • Primary responsible for the IT helpdesk level 1 tickets. Ensures that all tickets were assigned within the agreed SLA of two hours after submission. Primary focal Point-of-Contact for the resolution of problems or issues being raised through phone call or Ticketing system.
  • Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from Harte-Hanks employees experiencing computer-related problems.
  • Handles ticket properly, escalate to level 2 if necessary. Coordinates with POC of incidents if necessary. Interviews user to collect information about problem and leads user through diagnostic process to determine source of error. Determines the root cause of the problem and remotely addresses the issue if able. If not, creates a Help Desk ticket, and assigns the issue to a specialist.
  • Probes and identifies system and access irregularities reported and experienced by Operations. Serves as the shift POC for all staff questions and concerns; Informs Managers of system errors, trends, and problems and interacts with I.T. Support Groups (Internal and External) to resolve all IT-related concerns and possible conflict of information.
  • Install software as needed and replacement peripheral equipment
  • Provides highlights findings or summary on critical incidents to IT related outages such as tools outages for call-center environment.

Critical Working Relationships

  • Global Service Desk focuses on helping and assisting all Hartehanks employees that need assistance with IT related issues.
  • Work closely with Tools and Technology Team for operation outages. Work with Telecoms, Network Teams and Local Desktop Team for any IT infrastructure issues and inquiry.
  • Work closely with Database Team for any job failures and long running jobs during monitoring hours.

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