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IT Service Desks - 3 headcounts available

Keywords / Skills : "IT Service Desk"', Service Desk, IT Helpdesk

1 - 1 years
Posted: 17th Jul 2017

Nationality
Philippines
Industry
Telecom
Function
IT
Role
Other Information Technology - Service Desk role
Education
Bachelors/ Degree
Posted On
17th Jul 2017
Job Description
Attends relevant Training Programs aimed in enhancing customer interaction & handling, enhancing IT knowledge and skills

Manage and cascade incident monitoring to customers and other PS Support team.

Resolves complex user-related incidents and some system related incidents

Perform diagnosis, investigation and troubleshooting (DI&T) for user-related incidents

Implement solution for all user-related incidents

Acts as the Incident Manager for all complex User Related Incidents and Severity 3 system related incidents

Documents all Incidents and Service Request handled by Professional Services for services not handled by Service Desk Device and VAS Support.

Strictly follow Incident Management PPM and ensure declared SLAs are met.

Interface with Corporate Clients through phone support to directly or indirectly resolve VAS issues

Direct Resolution


o By providing resolution or work-around for an escalated Incidents and/or Service Request

Indirect Resolution


o Investigation and Troubleshooting of VAS Issues in coordination with SO-OSC, SM-APM, SO-PM, other Globe Technical Support and/or 3rd Party Content/Solution Providers if complex Incidents needs to be escalated.

Prepare Service Performance and Assessment Report (Weekly and Monthly)

Prepare Trend Analysis Reports

Prepare value added service report extraction upon customers request.

Adheres strictly to standard operating procedures in the conduct of business (which include but not limited to Attendance, Tardiness and Absences, Reporting; Escalations; Observance of deadlines; Use of Templates, Spiels; Business Correspondence; proper decorum and other similar items)

REQUIREMENTS:
  • Bachelor's Degree Holder of IT, COMSCIE or any related course 
  • At least 1 year of experience as IT Service Desk role doing Global Support thru phone and/or email 
  • Has Excellent English Communication Skills
  • Well adept in Software/Hardware Troubleshooting and Incident Management 
  • Must be willing to work in Makati City on a shifting schedules 
  • Open for initial 6 mos contract subject for renewal



About Company

Information Professionals, Incorporated (IPI) is one of the leading experts in providing Information Technology consulting services and products in the Philippines. Anchored on its ideals of excellence, service and professionalism, IPI is committed to providing a wide range of high quality IT products and services to a variety of industries. Our expertise encompasses a wide array of client-centered, cost-effective and innovative business process solutions and services which enable our partner organizations to achieve long-term productivity, profitability and sustainability.

IPI began its operations in 1986 with its compact team focused on core IT consulting activities. Its competencies, portfolio of services and products grew steadily in the succeeding years, keeping in step with the demands of industry. Today IPI provides a wide range of IT products and services, including industry-specific software development, accounting and human resource management systems, corporate software solutions services, and full IT systems integration. Beyond e-solutions, IPI has remained the IT service provider of choice in the Philippines.

IPI uses an outsourcing strategy which is used to staff a project and respond to business objectives. It enables you to get qualified and experienced personnel to suit your requirements working exclusively on-site or offshore. It is a perfect solution for your seasonal or special projects.

We deliver services to develop, maintain, manage and support applications. Our skilled application professionals help manage fluctuating skill needs, skill gaps and change staffing needs to meet aggressive project timelines.
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