SME for Technical Program (IT Service Desks) | QC

Managerial / Supervisory
With Business Certificates
Established in 1945
10,000+ Employees
Eton Centris Epifanio de los Santos Ave, cor Quezon Ave, Fairview, Quezon City, Metro Manila
Total vacancies for this job title: 1
Posted On: December 2, 2022
Job ID: 411715




Key Skills Required:


·        IT Service Desk experience 2-5yrs

·        Excellent troubleshooting skills (O365/VPN/Skype/Printer/Active Directory/MS-Office etc)

·        Understanding of Windows 7 & 10 operating system

·        Assisting with configuring/troubleshooting of Software and Hardware

·        Experience working with ServiceNow to log, track, close tickets

·        Experience in resolving IT issues via phone/email/chat

·        Excellent telephone etiquettes and customer service

·        Excellent troubleshooting skills

·        Knowledge of Microsoft based operating systems with emphasis on Windows X

·        Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation, Windows laptop & Mac books, Desktop, Multi-functional devices (MFD) , Mobile & Tablets)

·        Experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel and MS PowerPoint.

·        Basic understanding of PC hardware set-up and configuration.

·        Should have good understanding of infrastructure management processes; Understanding of ITIL framework is needed.

·        Good communication (written & oral), presentation skills, quick learner, self-initiated, team player, open to work in shifts

·        Willingness to work in 9 x 5 support environment including working on Weekends and Holidays.

·        Excellent time management skills and ability to work under pressure

·        Continuous commitment to professional development


Key Accountabilities:


·        Training the L0 and L1 team on the processes /frequently occurring errors and fixes

·        Floor walk and support to L1/1.5 team on incident, Service request queries

·        Identify How-to issues in existing tickets and develop KBs for resolution of tickets at Service Desk level. And timely reviews and updates to KEDB’s

·        Follow-up with resolver groups on high priority or high ageing tickets

·        Ticket re-assignment to PRG's if ticket unresolved by L2 (wherever applicable)

·        Prepare Incident/SR MIS as per project requirements.

·        Creating a Problem ticket based on the trend of calls / ticket.

·        Routing the Problem ticket to the appropriate PRG

·        Email/Web Tickets assignment to the team members

·        Recording/Updating the Outage / bulletin message in ITSM Tool/ ACD based on the status update received by the PRG

·        Training the L1 team on the processes /frequently occurring errors and fixes

·        Responsible for driving FCR for in scope tickets

·        Check the trending of the reported incidents to ensure that correct problem candidate is marked

·        Strong Customer handling skills and handle escalated calls from users.

·        Follow KEDBs, Wikis for resolving technical issues and follow the defined processes (SOPs/SOWs) while attempting to resolve the incidents.

·        Proactive ITSM queue management.

·        Participate / presenting SD performance.

·        Reviewing the weekly / monthly dashboards and publish to internal/external stakeholders

·        Using the trend analysis to identify the areas of improvement.

·        Initiating SIP's / CIP's / Lean / six sigma projects.

·        Working with QA team to updating new and existing KB articles

How to Apply

Send your resume and application letter