Unison Solutions Delivery, Inc. IT Service Desk

IT Service Desk

Unison Solutions Delivery, Inc.

Дин26.5-35.3K[Monthly]

On-site - Mandaluyong<1 Yr ExpBachelorFull-time

Benefits

Government Mandated Benefits
13th Month Pay, Employee Loan, Pag-Ibig Fund, Paid Holidays, Philhealth, SSS/GSIS
Insurance Health & Wellness
Life Insurance, HMO

Description

Task to evaluate and prioritize reported service request and incidents specially fulfilling ticket management, service request fulfilment, incident resolution, 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 creation of tickets.
Escalates incident and service request to the problem resolution groups or vendors/support group/contractor if necessary and shall likewise provide updates to user/s.
Collect/gather information about the reported through interview, coordination, research and/or diagnostic procedures to determine errors or problems being raised.
Logs and tracks call using ticketing system and problem management database and maintains history records and related problem documentation.
Monitors and records the progress and status of all cases to ensure that the committed service level if fulfilled.
Able to efficiently close tickets assigned to different Tier levels. Provides technical assistance on hardware, software, and local-area network connectivity problems, 1st and 2nd level resolution including user access and component configuration
Prepares and maintains reports and applicable records of computer hardware and software inventory by site and system, user lists, user accounts and security, site and/or server licensing, and user access and security.