Service Desk Specialist
Salary: ₱20,000 – ₱23,000 per month
About the role
Point of Contact of users both internal and external. Receiving, logging, and managing calls via telephone and email. Provides first-level support to queries and issues using the knowledge base in accordance with incident management and request fulfillment process. Logs all tickets/service requests thru Ticketing System and ensure that all are escalated to appropriate departments. Ensures that service incidents are acknowledged, escalated, and resolved according to Service Level Agreement (SLA). Takes ownership of user problems and follows up the status of problems on behalf of the user and communicates progress in a timely manner. Prepares reports and assure that information is readily available. Other job-related activities that may be assigned from time to time.
Qualifications
Associates Degree in Computer Science or Bachelor's Degree in IT, Computer Science or equivalent
At least 1-year experience in a technical helpdesk role
Knowledgeable in basic system and network configuration
Familiarity with the ticketing system
Knowledgeable in basic SQL and Unix commands
Sound problem resolution, judgment, and decision-making
Above average communication skills and telephone manner
Excellent customer service
Strong interpersonal and organizational skills
Able to work with little supervision and in a team environment
The candidate should be amenable to work either on Mandaluyong or BGC.
Key responsibilities
Receiving, logging, and managing calls via telephone and email
Provides first-level support to queries and issues using the knowledge base in accordance with incident management and request fulfillment process
Logs all tickets/service requests thru Ticketing System and ensure that all are escalated to appropriate departments
Ensures that service incidents are acknowledged, escalated, and resolved according to Service Level Agreement (SLA)
Takes ownership of user problems and follows up the status of problems on behalf of the user and communicates progress in a timely manner
Prepares reports and assure that information is readily available