Job Description

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...

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