Specialist - IT Request Management
Makati City, Greater Metro Manila
18d ago

Job Summary Job Summary

The IT Service Fulfillment Specialist is responsible for providing first level assistance to clients and Teleperformance end-

users on a wide range of computer and communications issues, ensuring that all service requests and incidents reported to are responded and resolved in an efficient and customer focused manner, adhering to Information Technology Infrastructures Library (ITIL) best practices

Duties / Responsibilities Responsibilities :

Performs password reset / unlock via call and or Ticket for all Teleperformance employees

Responsible for first level of customer service support Screens, refers and diagnoses, all inquiries, work requests, reported issues related to IT-

supported systems and equipments, essential Teleperformance software, anti-virus and managed desktop tools

Ensures all customers are assisted in a timely and professional manner, and within the IT policies and procedures of the IT Department.

Dispatches request tickets to other IT organizations and follows defined IT escalation procedure for unresolved incident tickets

Host conference bridges for Internal and external Change Request that will need representation from IT Qualifications : Professional / Technical

Working knowledge in troubleshooting and diagnosing computer hardware and software issues

Computer proficiency (especially with Microsoft Office applications)

Understanding of ITIL best practices.

Proficient in written and spoken English

Ability to effectively communicate with all levels of staff and management

Strong interpersonal and customer service skills

Ability to learn about new systems and equipments quickly

Demonstrated ability to work under pressure and produce

Ability to multi-task, adapt to change, and achieve results with accuracy and precision

Well-organized and a good planner

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