Job Responsibilities
- Investigates and handles requests for service, following agreed procedures.
- Promptly allocates calls as appropriate.
- Logs incidents and service requests and maintains relevant records.
- Identifies and classifies incident types and service interruptions.
- Records incidents cataloging them by symptoms and resolution.
- Acts under guidance to record and track reliability data for your services.
- Identify and diagnose issues and problems.
- Investigate the source of issues and resolve it.
- Categorize and record reported queries and provide solutions.
- Support problem identification.
- Advise users on appropriate course of action.
- Monitor issues from start to resolution.
- Escalate, if needed, unresolved problems to a higher level of support.
- Provide essential online security advice and support.
Job Qualifications
Must Have Skill(s):
- With at least 3 years of relevant experience.
- Knowledge of BMC or ServiceNow ITSM system or ServiceDesk+.
- Possess knowledge of Active Directory, Microsoft Windows, and Office365 (O365).
- Possess strong documentation and communication skills.
- Display strong customer service and interpersonal skills.
- Resolution driven and critical thinker.
- Desire to investigate problems and issues.
- Can replicate and troubleshoot issues.
- Able to accurately follow the written technical work instructions.
Good to Have Skill(s):
- Possess knowledge of tools such as SCCM/Intune, Jira, PowerShell, and Azure AD are considered strong assets.
- Display information technology security awareness.
- Be interested in working in an environment using Kanban methodologies.
- Experience in Healthcare Industry equipment.
Work Arrangement:
Location:Cebu IT Park
Work Schedule:Shifting Schedule (Standard Shift: Night Shift)
Work Set-up:Hybrid
