Sr Service Desk Techn

Job Description:

• Communicate updates/questions/resolutions to customer inEnglish
• Translate customer issues/queries/requestsinto Englishwithin the Service Management tool so that 2nd & 3rd line teams can understand.
• Using remote control tools solve 80% of issues on the first interaction with the customer.
• Analyze problem management data to identify key trends and recommend remedial action (process improvement).
• Be a mentor to junior staff. Assist with Local Office IT Desktop Engineering and project specific assignments as needed.
• Act as a first line resource on all support issues and requests
• Provide support to other teams as appropriate or directed.
• Provide How To guidance and training to users and junior co-workers on common application issues/requests.
• Take ownership and responsibility of each incident and request to ensure the customer experiences a proactive and helpful support service.
• Participate on global and regional project teams.
• Keep processes knowledgebase up-to-date.
• Work on continual service improvement objectives as given by line manager.
• Perform other duties as required.

Job Requirement:

• Bachelors Degree in Computer Science / related field or School diploma and 2 years IT experience in a network environment utilizing PC / server software; or equivalent combination of education training and experience.
• Knowledge of Microsoft Server Workstation and network technologies.
• Knowledge of industry standards in regard to system and network administration.
• Ability to solve PC related problems utilizing remote control tools.
• Excellent verbal and written communication skills.
• Strong analytical and troubleshooting skills.
• Candidate must be willing to work inshifting schedule and during weekend.
• Candidate must be willing to report to office inMckinley Taguig 3 to 4 times a week

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