IT SERVICE DESK

JOB SUMMARY

The IT Service Desk is in charge in evaluating and prioritizing reported service requests and incidents and fulfilling ticket and service request management.


DUTIES & RESPONSIBILITIES

Resolve incidents, broadcast handling, and problem identification using the home-grown developed CRM system.

Tasked to receive, classify, and record all service requests or incidents received from any communication channels such as call, email, SMS, etc. and handled multiple critical issues.

Escalation, notification, and advisory releases with approved SLA.

Verifies user information and creates ticket specifying incident/service request details and provides feedback on the status of the service requested.

Verification and updating of customers’ information in the system such as contact details, exact office location, etc. should be done religiously prior to the creation of tickets.

Escalates incident and ser...