IT Dispatcher
Pcm Bpo LLC
Metro Manila, PH
4d ago
source : Monster

Job Responsibilities : Â

•Will be the single point of contact for users when there is a service disruption, for service requests, and for some categories of request for change.

•To provide a point of communication with the users and a point of coordination for several IT groups and processes.

•To enable the service desk to perform these actions effectively and driving the efficiency and effectiveness of the incident management process.

•Producing management information, including KPIs and reports

•Monitoring the effectiveness of incident management and making recommendations for improvement

•Developing and maintaining the incident management system

•Driving, developing, managing and maintaining the major incident process and associated procedures

•Reviewing and auditing the process

•Ensuring that all IT teams follow the incident management process for every incident

•Ensuring that service interruptions & major incidents are managed in line with agreed processes, contractual service levels / KPIs, resulting in the restoration of normal service quickly, efficiently and professionally, with minimal impact to customer service.

•Ensure that incidents are managed to resolution following agreed incident management processes, working with resolving teams (primarily although not exclusively outsourced) to meet or exceed service levels / KPIs.

Job Qualifications : Â

•Candidate must possess at least a Bachelor's / College Degree, Computer Engineering, Computer Science / Information Technology or equivalent

• At least 1 year work experience in Helpdesk Level 1 Â

•Knowledge / Experience of hardware and networking

•Knowledge / Experience in supporting Windows and Linux

•Excellent communication skills and documentation skills

•Willing to work shifting schedules

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