Service Desk Specialist
Globe Pioneer Mandaluyong / BGC Taguig - Fully Onsite
Single Point of Contact of users both internal and external.
Receiving, logging, and managing calls via telephone and email.
Provides first-level support to queries and issues using the knowledge base in accordance
with incident management and request fulfillment process.
Logs all tickets/service requests thru Ticketing System and ensure that all are escalated to
appropriate departments.
Ensures that service incidents are acknowledged, escalated, and resolved according to
Service Level Agreement (SLA).
Takes ownership of user problems and follows up the status of problems on behalf of the
user and communicates progress in a timely manner.
Prepares reports and assure that information is readily available.
Other job-related activities that may be assigned from time to time.
Qualifications
Education – Associates Degree in Computer Science or Bachelor’s Degree in IT, Computer Science or equivalent.
Related Work Experience – At least 1-year experience in a technical helpdesk role
Knowledge – Knowledgeable in the following:
● Basic system and network configuration
● Familiarity with the ticketing system.
● Knowledgeable in basic SQL and Unix commands.
Skills:
● Sound problem resolution, judgment, and decision-making.
● Above average communication skills and telephone manner
● Excellent customer service
● Strong interpersonal and organizational skills
● Able to work independently and in a team environment
● Must be adept to work in a fast-paced environment with tight SLAs
Must Have
Education – Associates Degree in Computer Science or Bachelor’s Degree in IT, Computer Science or equivalent.
Related Work Experience – At least 1-year experience in a technical helpdesk role
Knowledge – Knowledgeable in the following:
● Basic system and network configuration
● Familiarity with the ticketing system.
● Knowledgeable in basic SQL and Unix commands.
Skills:
● Sound problem resolution, judgment, and decision-making.
● Above average communication skills and telephone manner
● Excellent customer service
● Strong interpersonal and organizational skills
● Able to work independently and in a team environment
● Must be adept to work in a fast-paced environment with tight SLAs