Contractual

Iloilo City

Service Desk

Role Purpose

  • Provide L1 technical troubleshooting & customer service across a wide range of technologies
    as part of our Shared Service Desk. Support clients via various channels i.e phone, ticket portals,
    emails.
  • Drive to closure for incidents & Service Requests tickets raised.
  • Route issues to SMEs, vendors and act as point of contact to internal support teams and clients.

Responsibilities

  • Respond to incidents or requests for help, via the phone, email and web
  • Diagnose and resolve technical hardware and software issues via call or remote tools.
  • Opens, tracks, and closes trouble tickets; ensuring documentation (in tickets and in the Knowledge Base articles)
  • Ensure tickets managed within KPI measurements and standards.
  • Identify and escalate incidents and problems requiring urgent attention
  • Escalate incidents and problems to the appropriate group
  • Provides scheduled and adhoc reporting from Helpdesk system to clients and management.
  • Follow the Service Desk Standard Operating Procedure (SOP)
  • Performs other related duties as assigned to ensure effective operation of department

Required Qualifications and Skills

  • Diploma or Degree in IT with preferably at least 1-year Service Desk experience.
  • Experience troubleshooting and supporting the following technologies in a professional environment – Email, Microsoft 365, VPN (preferably Cisco AnyConnect), Active Directory, Basic Network / Internet Connectivity (basic command lines, check for IP)
  • Knowledge of Windows and Mac Operating Systems
  • Knowledge of troubleshooting Mobile Devices (iOS and/or Android)
  • Experienced in using ITSM ticketing tools.