L1 IT Service Desk Support

Work Set-up: Hybrid

Work Schedule: Night Shift

Work Location: Cebu IT Park

Responsibilities

• Investigated 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 symptom 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.

Qualifications

Must Have Skill(s)

• With at least 6 months to 1 year relevant experience (Open to Fresh Graduates).
• Knowledge on BMC or ServiceNow ITSM system or ServiceDesk plus.
• Possess knowledge of Active Directory, Microsoft Windows, and Office365 (O365).
• Possess strong documentation and communication skills.
• Resolution driven and critical thinker.
• Can replicate and troubleshoot issues.
• Display strong customer service skills and interpersonal skills.
• Ability to explain complex IT concepts in simple terms.
• Possess strong analytical and problem-solving skills.
• Desire to investigate problems.
• Able to accurately follow 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.