Service Desk Tier 2

3 days ago

Pasig, National Capital Region, Philippines Datamatics Full time $40,000 - $60,000 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.

  • Tier 2 UCaaS Engineer

    2 days ago

    Pasig, National Capital Region, Philippines Comcast Full time $104,000 - $130,878 per year

    Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and...

  • IT Service Desk

    3 days ago

    Pasig, National Capital Region, Philippines Carelon Global Solutions Full time ₱600,000 - ₱1,200,000 per year

    Job Description:Responsible for deploying software for a user and able to work in conjunction with the Software Delivery team to plan and troubleshoot deployments.Resolves tier 1 and tier 2 escalations by working the more complex and time consuming issues and begin root cause determination.Acts a process escalation point to expedite aged tickets.Responsible...

  • Level 2 Service Desk Support Specialist

    3 days ago

    Pasig, National Capital Region, Philippines Satellite Office Full time $40,000 - $60,000 per year

    Primary Purpose of Role The Service Desk Support Specialist is responsible for:Provide Level 1 & 2 IT store support to stores including NewStore POS and all associated systems Work with the infrastructure team to provide level 1 & 2 desktop support to the Satellite Office, MHUB and the warehouse Provide general operational support to stores and the...

  • Level 2 Service Desk Support Specialist

    3 days ago

    Pasig, National Capital Region, Philippines Satellite Office Full time $40,000 - $60,000 per year

    Primary Purpose of RoleThe Service Desk Support Specialist is responsible for:Provide Level 1 & 2 IT store support to stores including NewStore POS and all associated systemsWork with the infrastructure team to provide level 1 & 2 desktop support to the Satellite Office, MHUB and the warehouseProvide general operational support to stores and the...

  • Service Desk Agent – Level 1

    3 days ago

    Pasig, National Capital Region, Philippines Corqspace Inc. Full time $104,000 - $130,878 per year

    Position OverviewWe are seeking a proactive and detail-oriented Service Desk Agent – Level 1 to join our Managed Print Services (MPS) team. This is not a typical service desk role. Beyond handling tickets, the Service Desk Agent will serve as the first point of contact for client concerns, while also coordinating with operations for deployment, removal,...

  • Tier 2 NOC Engineer

    4 days ago

    Pasig, National Capital Region, Philippines Blueface Ltd Full time

    time type Full timeposted on Posted 30+ Days Agojob requisition id R412898Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide...

  • IT Service Desk Lead

    1 week ago

    Pasig, National Capital Region, Philippines Support Services Group Full time

    The Service Desk Team Leader is responsible for leading the frontline technical support team to ensure efficient resolution of IT incidents and service requests. This role combines technical expertise with leadership and coordination skills to provide high-ESSENTIAL DUTIES AND RESPONSIBILITIESLead and support a team of Service Desk Analysts in daily...

  • IT Service Desk Supervisor

    3 days ago

    Pasig, National Capital Region, Philippines Support Services Group Full time $6,000 - $8,000 per year

    The Service Desk Team Leader is responsible for leading the frontline technical support team to ensure efficient resolution of IT incidents and service requests. This role combines technical expertise with leadership and coordination skills to provide high-ESSENTIAL DUTIES AND RESPONSIBILITIESLead and support a team of Service Desk Analysts in daily...

  • IT Service Desk Supervisor

    6 days ago

    Pasig, National Capital Region, Philippines Support Services Group Full time

    OverviewThe Service Desk Team Leader is responsible for leading the frontline technical support team to ensure efficient resolution of IT incidents and service requests. This role combines technical expertise with leadership and coordination skills to provide high-ESSENTIAL DUTIES AND RESPONSIBILITIESLead and support a team of Service Desk Analysts in daily...

  • IT Service Desk Supervisor

    3 days ago

    Pasig, National Capital Region, Philippines SSG Full time $40,000 - $60,000 per year

    The Service Desk Supervisor is responsible for leading the frontline technical support team to ensure efficient resolution of IT incidents and service requests. This role combines technical expertise with leadership and coordination skills to provide high-quality support services to internal users. ESSENTIAL DUTIES AND RESPONSIBILITIESLead and support a...