Job Responsibilities:

• Provide 24x7 support (12hrs shift helpdesk & onsite) for the organization's support teams, clients and client's 3rd Party Vendors
• Provide 1st level troubleshooting to customers
• Respond to customer calls in a professional and courteous manner
• Responsible for logging calls and ensure all calls contain clear problem description, resolution and all activities carried during resolution of the problems with the customers
• Attend Daily Operations Review Meeting
• Do initial diagnostic, categorization, set priority, dispatch job
• Support & coordinate with Support teams in incident/problem investigation and resolution.
• Identify incident trends in order to elevate incidents in accordance with standard operating procedures
• Ensure timely case attention, resolution, escalation, and closure
• Ensure timely escalation of major and critical incidents
• Ensure timely submission of daily and periodic statistics and reports
• Ensure timely reporting of services outages or degradation and/ or batch failures
• Contribute and Submit knowledge request if found lacking in the knowledgebase
• Liaise with internal and external vendors to satisfy customer queries
• Proactively assist customers to avoid or reduce problem occurrence
• Actively pursue Continuous Improvement initiatives to improve the overall performance of the service desk

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Job Requirements:

• Diploma or Certification in Information Technologies related fields
• Minimum of 1 - 2 years of IT work experience required
• Working knowledge on Windows, Unix and Network
• Basic Configuration and Administration of PC and Laptops will be a plus
• Proficient level of computer skills including O365. Data analysis skill using Excel and Power BI will be a plus
• Experience with call tracking/ticket management system (ServiceNow or Jira), Autotask
• Experience with Managed Services, IT Integration and/or Consulting experience a plus
• Must be able to work independently and/or in a team environment
• Ability to deliver valuable and professional IT services to external clients
• Time management and organizational skills to efficiently complete assigned tasks
• Good communication skills to ensure successful resolution to client issues
• Ability to interact professionally with a diverse group of colleagues and clients
• Ability to work on site at client locations with respect to client's work environment & staff
• Capable of maintaining a calm cool composure even when navigating challenging situations and frustrated clients
• Provide excellent communication with client while on site assuring superior client service
• Willing to work shifts - 12hr shift including PH and Weekend

Carolyn Ann Santibanez Mendoza EA License No. 02C3423 Personnel Registration No. R1105160

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