JOB ROLE: IT SERVICE DESK OFFICER

YEARS OF RELATED EXPERIENCE:  2YRS TO 4 YRS IT Service Desk

BPO EXPERIENCE:  1 YEAR

INDUSTRY | DOMAIN EXPERIENCE: Retail, Hospitality, Healthcare

WORK SET UP:  Onsite in BGC Taguig

WORK SCHEDULE: Night shift

SALARY PACKAGE: P20K TO P45K

DUTIES & RESPONSIBILITIES

Essential Responsibilities and Duties

• Provides First and second-line investigation and diagnosis

• Resolves and closes incidents/service requests as per Service desk procedures & allocated timelines

• Escalates unresolved incidents/service requests within agreed timescales

• Logs relevant incident/service request details per Service desk procedures

• Communicates with client regarding incident progress

• Ensures tickets are always updated until issues are resolved

• Managing, prioritizing, and documenting incoming questions and support requests by phone, email, chat, or in person.

• Resolving technical issues quickly and efficiently

• Installing and configuring necessary software and meeting end-user needs

• Escalating any serious problems to relevant departments and teams

• Ensuring optimal network performance

• Performing system updates, tests, and maintenance to avoid service interruptions

• Monitoring and reporting service desk tickets

• Analyzing IT incident reports and questions to identify any trends to make recommendations for changes and to prevent future problems

• Producing user manuals and guidance for end-users

• Creates/maintains documentation on Back Desk

• Special events coverage

• Local network support and/or assists centralized Network team

• Hardware/software selection, procurement, setup, installation, configuration, upgrades, monitoring, and troubleshooting

• User account creation/deletion and file permissions

• Laptop / Desktop Backup management and maintenance

• Assist all Joiners, Movers and Leavers tasks in the respective site

• Involved in Stock and Asset Management activities and coordinate with Stock Management

Qualifications

• Bachelor's Degree or completed at least 2 years in college with no back subjects, 

    Associate Graduate, College Graduate

• At least 2-5 years of relevant ITSD experience is required

* One year BPO experience 

• Experience in resolving tickets

• Ability to work independently and take initiative

• Strong communication skills, both written and oral

• Maintains strong attention to detail in high-pressure situations

• Willingness to work flexible hours when needed

• Immediate joiners are preferred

• Updated resume is required

PRE-SCREENING QUESTIONS:

1. How many years of  IT Service Desk experience do you have?

2. How many years of BPO experience do you have?

3. Are you amenable to working onsite in BGC Taguig with a graveyard shift?

4. How much is your salary expectation?

5. Are your diploma and TOR available on hand? 

6.  Can you start immediately?