IT SERVICE DESK

JOB SUMMARY

The IT Service Desk is in charge in evaluating and prioritizing reported service requests and incidents and fulfilling ticket and service request management.

DUTIES & RESPONSIBILITIES

• Resolve incidents, broadcast handling, and problem identification using the home-grown developed CRM system.
• Tasked to receive, classify, and record all service requests or incidents received from any communication channels such as call, email, SMS, etc. and handled multiple critical issues.
• Escalation, notification, and advisory releases with approved SLA.
• Verifies user information and creates ticket specifying incident / service request details and provides feedback on the status of the service requested.
• Verification and updating of customers’ information in the system such as contact details, exact office location, etc. should be done religiously prior to the creation of tickets.
• Escalates incident and service request to the problem resolution groups or vendors / support group / contractor if necessary and shall likewise provide updates to user / s.
• Collect / gather information about the reported through interview, coordination, research and / or diagnostic procedures to determine errors or problems being raised.
• Monitors and records of the progress and status of all cases to ensure that the committed service level is fulfilled.
• Able to efficiently close tickets assigned to different Tier levels. Provides technical assistance on hardware, software, and local-area network connectivity problems, 1st and 2nd level resolution including user access and component configuration.
• Prepares and maintains reports and applicable records of computer hardware and software inventory by site and system, user lists, user accounts and security, site and / or server licensing, and user access and security.

JOB REQUIREMENTS AND QUALIFICATIONS