job vacancies in Philippines

Service Desk

  • Full Time
  • National Capital Reg- Taguig City
  • PHP 25000 - 28000 /Monthly

Work Address : Mckinley Hill, Taguig

Job Description

Job Responsibilities:

  • Accept & registers Service Calls
  • Classify Service Calls according to the specified options
  • Execute 1st attempt to solve the Service Call
  • Refer Service Call to the appropriate Resolution Owner Support Group
  • Tracks the progress of an owned Service Call during entire lifecycle (from start to end, register to close) to ensure that it is resolved within the agreed Service Level Agreement (SLA) and updates Service Call records if necessary. (Note: is responsible that the solution is created but is not necessarily responsible for the solution itself).
  • Escalate to the appropriate management level when thresholds are violated.
  • Close Service Call
  • Communication (internally / externally) about Service Calls, e.g., communicates the status of the Service Call directly with the customer or broadcasts to a larger audience as defined per SLA.
  • Report about Service Calls
  • Communicate response times for dispatched tickets to the customers
  • Manage the entire service request process ensuring adherence to SLA
  • Execute service requests such as setting up NT/Outlook accounts as per the SLA
  • Process and send IT reports
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Company Overview

Industry
Technical & Helpdesk Support
Experience
Exprerience 2 - 3 Years
Qualification
Associates
Job Category
Technical & Helpdesk Support
Job Role
IT Support/Helpdesk
Job Level
Employees with 1 to 5 years experience
Posted

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