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 issuesDirect Resolution
o By providing resolution or work-around for an escalated Incidents and/or Service RequestIndirect 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