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IT Help Desk / Service Desk Engineer - Mandaluyong with 1 year work related experience

Mandaluyong with 1 year work related experience

Mandaluyong, National Capital Region ·  4 May (updated)

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  • Description

  • 1. Act as the single point of contact to support internal and external clients via 24/7

    2. Receiving, logging and managing calls using the approved channels

    3. Maintaining IT documentation including network and user details

    4. Manage support request following the agreed procedures

    5. Log incidents and service request

    6. Categorize the problem based on the agreed Baseline support and provide resolution

    7. Perform remote assistance through diagnostic techniques

    8. Advise clients on appropriate course of action

    9. Records and tracks issues from outset to resolution

    10. If there's a need for Change Request, acts systematically to avoid service disruptions in accordance to SLA

    11. Responds to common request by providing resolution to enable fulfillment

    12. Take ownership of user problems and follow up the status on behalf of the user to communicate the progress in a timely manner

    13. Provides first line investigation, diagnosis and resolution and promptly allocates unresolved issues

    14. Provide stats for the weekly service desk report and resolutions

    15. Walk customer through problem solving process

    16. Closely coordinate with clients to ensure issue has been resolved

    17. Optimize improvements through skills development and knowledge sharing

    18. Updating Knowledge Bases with details of common problems

  • Requirements

  • Minimum education level: Bachelor´s Degree
  • Years of experience: 1
  • Language(s): English
  • Availability for travel: Yes
  • Availability for change of residence: Yes

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Job summary

  • IT Help Desk / Service Desk Engineer

  • Mandaluyong, National Capital Region

  • Type of contract

    Permanent contract

  • Work type

    Full Time

  • Apply