Job Description
Achieve agreed customer service timeframes for the distribution of customer requests or incidents by receiving customer calls, clarifying requirements and logging into the Service Desk ticket management system. Project a positive & professional image when representing the client and customers.
· Provide onsite support for software and hardware problems (Network, AV, OS, MS O365)
· Follow standard operating procedure and SLA (ITIL)
· Perform technical support to VIP / VVIP
· Expertise on installing, diagnosing, repairing and upgrading all hardware and equipment (including but not limited to PC, terminals, printers and scanners) to ensure optimal workstation performance
· Take ownership in providing accurate and reliable solutions to clients, document processes and system configuration
· Administer hardware maintenance for all desktop IT equipment
· Perform system changes adhered to organizational policies and directives
· Conduct remote desktop assistance to end users
· Train end users on usage of computer hardware and software
· Manage effective professional working relationship with internal and external clients
· Log any software or hardware problems detected
· Responsible for providing timely and accurate update and information on assigned incidents and service requests
· Escalate incidents if there is a need for subject matter / third party support in a timely manner
· Work closely with service providers to resolve service outages and/or in provisioning new services and carry out equipment acceptance testing and system integration testing
· Maintain data integrity
· Monitor desktop infrastructure performance and make suggestions to increase efficiency
· Develop solutions to routine technical issues
· Work closely with project Teams to analyze process, statistical data and provide impact assessment
· Assist in the development of user documentation and training materials
· Perform other related duties as assigned by management
Qualifications and Skillsets:
- Graduate of BS IT, ComSci, ComEng, or any related course
- 1 year experience in Network handling is an advantage but not required
- Willing to do roving in any parts of the Philippines (not permanent but until project is done)