IT Service Desk - BGC
Strategic Networks, Inc.
Taguig, National Capital Region (PH), PH
5h ago
  • Handling and solution of IT system related problems : respond or solve IT system problems in the first time, assign second-line support if that cannot be solved, and provide follow-up feedback to ensure a closed loop.
  • IT equipment problem solving and processing : the service desk unified scheduling, according to the type of the problem to transfer the corresponding person in charge of maintenance.
  • Handling of IT related complaints : handle all kinds of IT related customer complaints sent from customer service center, collect and summarize customer complaints and report them in time to ensure smooth customer complaint channels, timely processing, accurate statistics and true feedback, and ensure closed complaint handling.
  • IT fault / alarm management : IT fault / alarm unified scheduling, distribution fault tickets, notify and dispatch second-line processing.
  • For batch events that affected by faults / alarms, reasonable interception, centralized scheduling and unified interpretation should be carried out, especially for cross-professional / departmental / regional fault scheduling.

    At the same time, the escalation report of the fault / alarm handling process should be done, and the fault resolution progress information should be released to relevant departments in a timely manner.

  • Responsible for urging the tickets and tasks of operation metrics assessment.
  • Responsible for the evaluation of operations and maintenance personnel and manufacturer personnel.
  • Responsible for morning and evening inspection : Perform morning inspection every morning, and send the morning inspection report after completing the morning inspection;
  • Perform evening inspection every evening, and send the evening inspection report after completing the evening inspection.

  • Responsible for knowledge summary and documentation : The service desk staff should summarize the knowledge of daily service requests, record the valuable information and submit it to the knowledge base administrator.
  • Account is in need of a 24 / 7 support, therefore leaving the work station without notification and / or proper endorsement is prohibited.
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