Job scopes

• Prepare daily and weekly report
• Log all incoming calls and email and record sufficient information to facilitate effective incident processing.
• Identify the impact, urgency, and priority of incidents
• Provide initial troubleshooting and support for incidents.
• Escalate incidents that cannot be resolved by the service desk to the appropriate L2 Support team and monitor progress.
• Seek confirmation for closure from the user when resolution is provided.
• Serve as the first point of contact for all incidents

Job requirement

• Diploma in computer science or any related field.
• Around 2 years of experience in IT service management
• Experience with Incident Management, Configuration & Release Management
• Familiar with Service Management, Framework Design, Implementation and Program/Project Management
• Must have good knowledge in Microsoft Office especially excel.
• Able to work on 3 shifts from 7 am to 4pm or 9 am to 6pm or 11 am to 8pm and half day on Saturdays

Cristina Malabuyoc Malijan EA License No. 02C3423 Personnel Registration No. R1111547

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