- Full Time
- National Capital Reg- Makati city
- Salary As Per Industry Standard
Work Address : Ayala Business District, Makati City
- Validates, evaluates and classifies incident / requests
- Determines resolution and/or escalation path to ensure all issues are appropriately managed
- Evaluates content of requests / incident report and gather information
- Records distinct issues in the tracking tools
- Keeps track of known solutions, consults knowledge database and uses findings to respond to senders/callers.
- Keeps track of severity one issues for appropriate escalation and follow-up
- Recognizes solutions for repetitive use and enters those in knowledge database
- Provides assistance for detailed analysis of incidents / requests
- Assists in the maintenance of Management Systems
- Receives incoming requests / incident reports
- Fast paced handling of incidents / requests resolution, escalation and information routing.
- Decides on incident severity
- Validates and evaluates technical and / or operational information pertaining to the incident
- Manages incident resolution using appropriate resources
QUALIFICATIONS & SKILLS:
- Bachelor degree or equivalent in engineering/Information technology/Service management courses.
- IT Literate - Knowledgeable in the use of internet based applications, e-mail communications, MS word & MS excel
- Experience and / or technical knowledge relevant to the position
- Experience in a multi-cultural environment.Experience or training in customer service work
- Above average English communication skills
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