Associate IV, IT Ops

Mandaluyong, National Capital Region (NCR), PH, 1555 Cebu, 07, PH, 6000

Description: 

Position Summary:

Global Service Desk (Associate IV, IT Ops) guarantee services are delivered to meet customer business needs and expectations. Triage service requests, ensures proper documentation. Resolves service requests remotely. 

Essential Duties and Responsibilities: 

  • 95% - Provides service or support through telephone, email or remote to end users in accordance with the service level agreement and escalates to the next level of engineers when appropriate.    

  • Provides remote support for internal users and resolves issues escalated by Tier1  

  • Configures and installs software for end user’s desktops and laptops remotely or over the phone  

  • Processes hardware and software replacements based on troubleshooting results by coordinating user setup, upgrades and installations  

  • Performs end-user training as it regards assistance with supported applications  

  • Manages and triages service requests effectively by understanding customer needs and meeting service level requirements  

  • Resets or configures network accounts 

  • Documents resolutions within the call tracking application and provides updates to the knowledgebase where applicable 

  • 5% - May perform other related duties and responsibilities as assigned and/ or required   

Associate IV, IT Operations Qualifications 

  • 2 years or more Remote Technical support or IT Service Desk experience  

  • Experience in handling inbound and outbound calls  

  • ITIL certified is a plus but not required  

  • If without ITIL certification, applicant must have proper understanding of Incident, management, and Service Request lifecycle  

  • Knowledge in active directory, O365, VDI, Prognosis, and Service desk ticketing system  

  • Strong attention to details  

  • Can work with minimum supervision  

  • Willing to work non-traditional schedules, weekdays off, holidays, split off’s depending on operational needs 

  • This is a work on-site position