Service Desk Specialist

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