IT Service Desk

Requirements:

• Location: Sta Rosa Laguna
• Arrangement: Onsite,
• Work Schedule: Day shift, compress schedule M-F to complete 48hrs per week
• Graduate of any course, preferably IT-related courses or relevant qualifications.
• Minimum of 2-4 years of service desk experience
• With experience on Active Directory or user account management
• With experience on documentation
• With experience on Desktop/Laptop and any other computer peripherals troubleshooting
• With minimum experience on system and network monitoring
• Good analytical skills, resourceful, and able to work under minimum supervision
• Strong sense of ownership for one’s work and takes opportunity to contribute beyond the job description
• Proactive, flexibility and adoptability to changing work environments, task assignments and priorities
• Effective communication skills in English
• Experience with database and SAP is a plus

Responsibilities

• Respond as a first point of contact to IT support requests/incidents over the phone, via email, chat and in person to cover 24x7 operations.
• Create, monitor, and manage tickets to assign to respective teams.
• Monitor system alerts, network trends for escalation.
• Resolve technical issues remotely.
• Escalate advanced IT support cases.
• Provide timely updates on issues with the stakeholders.
• Create and maintain IT documentations/guidelines.
• Documenting records of actions taken.
• Create and manage user accounts.
• Provide weekly summary of tickets.
• Provides resolutions on the recurring requests or issues.