Job Scope:

• 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 Qualifications:

• Diploma or Degree in Information Systems or equivalent
• 2+ years of experience in Incident Management
• Familiar with Service Management framework design and implementation
• Good understanding of program/project management
• Must have good knowledge in Microsoft Office especially Excel.
• Willing to work shifts and on weekends
• Shifts will be between 7am to 8pm. Mon-Fri: 1) 7am to 4pm, 2) 9am to 6pm, 3) 11am to 8pm; Sat 8am to 12nn

Bernice Mae Nocum Rallonza EA License No.: 02C3423 Personnel Registration No.: R1442141

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