Service Desk Associate | PSG

I. PURPOSE

The 24/7 Service Desk Associate acts as the frontline of defense, single point of contact for all case update and responsible for monitoring support tickets from creation to closure. Focuses on improving the efficiency of support services and meeting SLAs.

II. DUTIES AND RESPONSIBILITIES

• Responsible and Accountable for Incident and Service Request ticket creation

• Responsible for maintaining an accurate and up-to-date log of each incident reported, including the category/type of incident.

• Coordinate with necessary resources to drive ticket closure.

• Coordinates with the necessary resources to ensure that the customer's needs are met.

• Management of Escalation: The incident must be addressed at the appropriate level.

• Ticket Management: Incident and Service Request

• Ticket Monitoring

• Other tasks and responsibilities may be assigned from time to time by the Operations Lead and/or Customer Care Group Manager.

III. QUALIFICATIONS

A, Minimum Education

• Bachelor’s degree in computer science or technology-related field

B. Minimum Experience/Training

• Young graduate or minimum 2 years’ experience in service operations.

C. Competency

• Good interpersonal skills

• With Integrity

• Effective in problem-solving; decision making and analytical skills

• Highly procedural and methodical

• Computer literate in MS Word

• Computer literate in MS Excel

IV. WORKING CONDITIONS

• Willing to work in a highly collaborative environment.

• Amenable to work on Shifting Schedule; 24x7 (even on weekends, if required on schedule)