IT Service Desk

1-3 Years

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Early Applicant

Job Description

Single 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.

Minimum Qualifications

Education Associates Degree in Computer Science or Bachelor's Degree in IT, Computer Science or equivalent
Related Work Experience At least 1-year experience in a technical helpdesk role
Knowledge Knowledgeable in the following:
Basic system and network configuration
Familiarity with the ticketing system.
Knowledgeable in basic SQL and Unix commands.
Should be residing in within Pasig, Mandaluyong or Makati only.