Key Responsibilities:

IT Service Desk Responsibilities

Serve as the first point of contact for users seeking technical assistance via phone, email, or ticketing system.
Log, categorize, prioritize, and resolve IT incidents and service requests in accordance with SLAs.
Provide troubleshooting and resolution for hardware, software, network, and application-related issues.
Escalate unresolved or complex issues to appropriate internal teams or vendors.
Perform user account management tasks (e.g., password resets, access provisioning/deprovisioning).
Maintain accurate documentation of incidents, solutions, and knowledge base articles.
Provide clear communication and status updates to users throughout the resolution process.
Ensure high levels of customer satisfaction and adherence to IT service management best practices.

IT Monitoring Responsibilities

Monitor IT systems, servers, networks, applications, and services using designated monitoring tools.
Identify, analyze, and respond to alerts related to performance, availability, and capacity issues.
Perform initial triage of alerts to determine impact, severity, and root cause.
Escalate incidents to relevant technical teams according to established escalation procedures.
Track and document monitoring events, incidents, and resolutions.
Support proactive detection of potential issues to minimize service disruptions.
Assist with reporting on system health, trends, and recurring issues.
Coordinate the Major Incident Management process, ensuring timely escalation, effective communication, and adherence to established procedures and SLAs

Role Structure & Scheduling

IT Service Desk and IT Monitoring duties are assigned separately and scheduled accordingly.
The IT Service Desk and Monitoring Support will focus on one functional area per assigned shift or schedule.
The role does not require simultaneous execution of Service Desk and Monitoring responsibilities.

Qualifications & Experience:

Bachelor's degree in IT, Computer Science, or related field.
At least 3 years of experience in an IT Service Desk, IT Operations, or IT Support environment
Hands-on experience with ITSM tools (e.g., ServiceNow, Jira, or similar platforms).
Working knowledge of IT infrastructure, operating systems, networking, and application support.
Strong analytical and troubleshooting skills.
Excellent written and verbal communication skills.
Ability to work effectively within defined SLAs and operational processes.
Demonstrated ability to pass regular Quality Audits and comply with documented procedures.

Key Competencies:

Problem-solving and analytical thinking.
Strong attention to detail.
Effective time management and organizational skills.
Team-oriented with the ability to work independently.
Adaptability and willingness to learn new technologies.
Experience with monitoring tools such as Zabbix, Nagios, PRTG, SolarWinds, or similar.
ITIL Foundation or equivalent IT service management certification (preferred but not required).
Experience working in structured, shift-based, or enterprise IT environments.

(PH) Supply Chain Associate - Remote (US Hours)

IT Service Desk and Monitoring