Information Technology Service Desk

JOB ROLE: IT SERVICE DESK YEARS OF RELATED EXPERIENCE: 2YRS TO 4 YRSBPO EXPERIENCE: 1 YEARINDUSTRY | DOMAIN EXPERIENCE: Retail, Hospitality, HealthcareSITE LOCATION: BGC TaguigSALARY: P30K TO P45KKINDLY READ THE QUALIFICATIONS, and DUTIES & RESPONSIBILITIESEssential 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• Involved in Stock and Asset Management activities and coordinate with Stock ManagementQualifications• 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 is required• 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