IT Service Desk
Unison Solutions Delivery, Inc.
Job Description
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.
Requirements
- Graduate of Associate or Bachelor's degree in technical courses.
- Knows around I.T stuff (Software and Hardware)
- Must be familiar with Microsoft Technology, software and applications.
- Good communication skills in oral and written.
- Can work under pressure and urgent request.
- Diligent and proactive.
- Willing to be assigned to a shifting schedule.
- Willing to render overtime.
- Must be willing to be assign in Pioneer, Mandaluyong (client-based).
Rose Gorospe
Recruitment AssistantUnison Solutions Delivery, Inc.
Active today
Working Location
Reliance St. Reliance St, Metro Manila, Philippines
Posted on 06 May 2025
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Unison Solutions Delivery, Inc.
101-500 Employees
Information & Communication Technology
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