Job Title: IT Service Desk (Massive Hiring)

Work Set up: Onsite in Pampanga or BGC Taguig

Work Schedule: Shifting

Work schedule: Shifting either day or night shift

Budget: Up to 45K

No. of headcounts: Massive hiring

 

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

 Involve 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

 At least 3-5 years relevant field experience. Candidate should have Service Desk Experience of those many years. Reject cvs who dont have that experience or who have less experience then 3 years

 Ability to work independently and take initiative

 Strong communications 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

 Must not be a present or former employee of Tata Consultancy Services (TCS)

 Candidates should be amenable to work onsite either in Pampanga or Taguig