Essential Responsibilities and Duties
Provides First and second-line investigation and diagnosis
Resolves and closes incidents/service requests as per Service desk procedures & allocated timelines
Escalates unresolved incidents/service requests within agreed timescales
Logs relevant incident/service request details per Service desk procedures
Communicates with client regarding incident progress
Ensures tickets are always updated until issues are resolved
Managing, prioritizing, and documenting incoming questions and support requests by phone, email, chat, or in person.
Resolving technical issues quickly and efficiently
Installing and configuring necessary software and meeting end-user needs
Escalating any serious problems to relevant departments and teams
Ensuring optimal network performance
Performing system updates, tests, and maintenance to avoid service interruptions
Monitoring and reporting service desk tickets
Analyzing IT incident reports and questions to identify any trends to make recommendations for changes and to prevent future problems
Producing user manuals and guidance for end-users
Creates/maintains documentation on Back Desk
Special events coverage
Local network support and/or assists centralized Network team
Hardware/software selection, procurement, setup, installation, configuration, upgrades, monitoring, and troubleshooting
User account creation/deletion and file permissions
Laptop / Desktop Backup management and maintenance
Assist all Joiners, Movers and Leavers tasks in the respective site
Involve in Stock and Asset Management activities and coordinate with Stock Management
Qualifications
Bachelor's Degree or completed at least 2 years in college with no back subjects, Associate Graduate, College Graduate
At least 2-5 years relevant ITSD experience
Experience in resolving tickets
Ability to work independently and take initiative
Strong communications skills, both written and oral
Maintains strong attention to detail in high-pressure situations
Willingness to work flexible hours when needed
Immediate joiners are preferred
Updated resume is required

Company in the Philippines.