Service Desk Tier 2

4 days ago

Pasig, National Capital Region, Philippines Datamatics Full time ₱900,000 - ₱1,200,000 per year

SD Tier 2 Responsibilities:

· Monitors system alerts and facilitates, processes, and handles incidents to ensure restoration of normal services and minimize impact on customers

· Acts as a single point of contact to all customers and responds to inquiries via phone calls, emails, and the web portal

· Manages customer incident life cycle, including escalation, follow-up with NOC, incident and activities updates, and constant communications with the customer to provide the right level of visibility and status

· Records, classifies, and prioritizes all incoming customer incidents and ensures proper data collection, complete incident documentation, and prompt updates

· Troubleshoots issues based on standard operating procedures, and follows up with 3rd party manufacturers, vendors, suppliers, and telecom on behalf of customers to resolve incidents.

· Maintains and improves customer satisfaction, experience, and confidence through sustainable, scalable, and available service delivery operations

· Escalates incident as necessary internally or to 3rd party bases on contracted and expected SLAs

· Schedules on-site dispatch for internal or 3rd party resources

· Maintains consistent communications with all parties, including customers, internal resources, and 3rd parties, and coordinates activities as needed

Other Duties/Changes:

This job description is not designed to cover or contain a comprehensive listing of all duties, responsibilities, or activities that are required of a team member for this job. Duties, responsibilities, and activities may change at any time with or without notice. At any point in time, the essential functions and primary duties associated with this position will be the principal, major, or most important duties, responsibilities, and activities that the employee is expected to perform as determined and directed by the client.

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