Global Service Desk I (Associate III, IT Ops)

Mandaluyong, National Capital Region (NCR), PH, 1555

Description: 

Global Service Desk I (Associate III, IT Ops) guarantee services are delivered to meet customer business needs and expectations. Triage service requests, ensures proper documentation, notification, escalation, tracking and follow up of all priority incidents. Proactively monitors the network health status via SolarWinds, telephony status via Prognosis, manages Incident Notifications, escalations and prepares post incident analysis

 

Global Service Desk I (Associate III, IT Ops) guarantee services are delivered to meet customer business needs and expectations. Triage service requests, ensures proper documentation, notification, escalation, tracking and follow up of all priority incidents. Proactively monitors the network health status via SolarWinds, telephony status via Prognosis, manages Incident Notifications, escalations and prepares post incident analysis

Position Summary: Global Service Desk I (Associate III, IT Ops) guarantee services are delivered to meet customer business needs and expectations. Triage service requests, ensures proper documentation, notification, escalation, tracking and follow up of all priority incidents. Proactively monitors the network health status via SolarWinds, telephony status via Prognosis, manages incident notifications, escalations and prepares post incident analysis.

 

ESSENTIAL FUNCTIONS:

➢ 95% - Provides Tier1 service or support through telephone or email to end users in accordance with the service level agreement and escalates to the next level when appropriate.

  • Manages and triages service requests and incidents effectively by understanding
  • customer needs and meeting service level requirements.
  • Takes inbound calls
  • Resets or configures company network accounts.
  • Documents incidents and resolutions within the call tracking application and provides
  • updates to the knowledgebase where applicable
  • Sends BCP alerts based on impacted sites and locations
  • Process equipment replacement
  • Manages shared mailbox
  • Performs basic troubleshooting for employee needing assistance
  • Process Onboarding and Offboarding requests
  • Performs end-user training as it regards assistance with supported applications
  • Provides first time set up assistance for new hires
  • Sends Alert/Maintenance/Event Notice

➢ 5% - May preform other related duties and responsibilities as assigned and/ or required

 

REQUIRED EDUCATION AND EXPERIENCE:

  •  1 year or more Technical support or IT Service Desk experience
  •  Experience in handling inbound calls
  •  Knowledgeable in ITIL standards, have proper understanding of Incident, Change, Problem
  • management and Service Request lifecycle
  • Knowledge in active directory, MS office, SolarWinds, Prognosis, and Service desk ticketing system
  • Strong attention to details
  • Ability to gather information and triage service requests and incidents
  • Can work with minimum supervision
  • Willing to work non-traditional schedules, weekdays off, holidays, split off’s depending on
  • operational needs
  • Willing to work on-site

About Continuum Global Solutions, LLC


Continuum Global Solutions’ customer care services and call centers have been embraced by top companies worldwide. The company's Fortune-500 clients rely on its vast expertise in customer care management. Continuum Global Solutions leverages world class voice, chat, email, and social technologies. Continuum has more than 16,000 employees in major international markets and serves tier-1 clients across multiple industry verticals. More information can be found at www.continuumgbl.com.
Continuum is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation,disability, military/veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local laws.