Senior IT Service Desk  

Job Summary:

Assist IT team leader on all handled IT projects/tasks and provide systematic monthly reports.

Job Responsibilities:

• Closely monitor and resolve incidents and request tickets based on the defined SLA (First time response and Ticket Resolution).

• Document the frequency of recurring SD incidents and requests.

• Make recommendations to develop IT processes and introduce new technologies.

• Monitor all IT online systems and report system downtime when necessary.

• Maintain regular check of all IT hardware and software assets.

• Ensuring that asset inventory is accurate and updated in a timely manner.

• Supervise repair and maintenance of all IT equipment.

• Assist team leader on to maintain the day-to-day operation of the team.

• Provide high level professional IT support in an efficient manner.

• Actively promote the team's understanding of relevant technical and procedural information through effective knowledge management.

• Timely and effective communication of new processes and procedures or changes to processes and procedures to team members.

• Action and escalate situations requiring urgent attention to IT team leader and/or manager

• Carry out in-depth research to reveal new and better methods of handling functions within the department.

• Ensure that the company’s data and information are protected from unauthorized access.

• And such other tasks as may be given by the manager and/or client analogous to the foregoing.

• Education: At least attained a college degree in any field that is related to Information Technology courses.
• Experience: With at least 3 years of experience in ServiceDesk or related to IT technical support. Technical Skills: ITILv4 certification is a must, or any certification related to Information Technology.
• Soft Skills: With analytical and logical thinking, good problem-solving skills, ability to work under pressure, ability to define and identify conflicts, excellent communication skills.
• Location: Position is open for both Manila and Clark site support.