IT Service Desk Support

Title: IT Service Desk Support
Contract Duration: 8 months
Work Arrangement: Onsite
Location: McKinley West, Taguig
Salary Offer: Php46,000 + Php4,000 non taxable allowance

Qualifications:

· 4 to 6 years of IT Service Desk experience
· At least 1 year of experience with ServiceNow ticketing tool
· Good communication skills
· Amenable to work onsite

Job Description:

· Provide user support via Phone, Email and ServiceNow automated ticket channels
· Track, categorize, prioritize, and monitor all incidents and request reported to the Service Centre
· Monitoring call volumes and trends to identify potential major incidents and problems
· Updating users on the status of their incidents and requests as they progress through the lifecycle.
· Maintain ownership of logged incidents and request from receipt to closure, communicating to users the progress of all enquiries
· Identify recurrent trends and advise the Problem Manager
· Liaison with other Service Management Services including Problem and Change Management
· Support all Service desk Incidents and requests to meet Service Level Agreements (SLAs)
· Maintain a consistent high level of customer service to all stakeholders
· Non-Major Incident Mgmt. - Tracking and Monitoring tickets resolution, SLA
· VIP Support (including prioritization and working with resolver groups)
· Maintain Self Help capability and extend capability to cover additional requests and automated incident resolutions.
· Perform initial investigation of incidents and problems and resolve all incidents that do not need to go to a second or third level support team
· Follow the Cyber Security Incident Management plan when incidents arise and participate in cyber simulation exercise