IT Sevice Desk- L2 Lead
Job Description
ROLE AND RESPONSIBILITIES
Key Tasks and Responsibilities
► Monitor and respond quickly and effectively to Level 1 incidents and requests received via phone,email, and the Self-Service Portal.
► Provide 1 level contact and deliver resolutionstocustomer reported issues and concerns.
► Deliver relevant and correct technical supporton a case-by-case basis.
► Ensure proper recording, tracking, routing, redirection and closure of incidents/problem andrequests.
► Properly prioritize and escalate unresolved queries as required to the next level of support toensure customer satisfaction.
► Liaise with customers, provide feedback, andfollow query through to resolution.
► Perform Level 1 administration tasks such as Active Directory administration and support, oradministration of other key business platforms.
► Recommend procedure modifications orimprovements.
► Proactively preserve and improve yourknowledge of IT Service Desk procedures.
► Detect and report increasing trends, unusualactivity or repeated activity.
► Document and share processes and knowledgewith peers,superiors, and customers.
► Assist other teams to initiate, design and manage effective support solutions as determinedby our business needs.
Adhere to Key Performance Indicators andService Level Agreements. Able to
follow up with customersin providing feedback and look at incidents/problems
throughto resolution.
Qualifications
QUALIFICATIONS:
► Must be a college graduate,
preferably Technology, Computer Science and/or other related courses.
Work Experience:
► Proficiency with a Windows, Android,
► MAC and IOS computers
► Ability to diagnose and resolve basic
com- puter technical issues.
► Indepth understanding of entire MS Office suite.
► 2+ years of experience working in a help desk environment.
Technical Required:
► Knowledgeable on any ofthe following:
► AWS (Cloudwatch, Cloudtrail, Lambda, EC2)
► MS SQL, MySQL,
► MSWindows Server, Linux
► New Relic
► SQL
► JIRA
► Strong analytical and problem-solving skills
Communication Skills:
► Very good in written & verbal communication skills both in English and Tagalog with the ability to cater to demanding stakeholders.
Others:
► A teamplayer who is collaborative yet able to work independently.
► Excellent organization and multitasking skills to keep Help desk tickets order.
► Detail oriented to keep detailed notes on tickets.
► Good health condition and with Good Moral Character
► Can work on weekends or holidays.
► Flexibility to work a variety ofshifts with minimal notice.
Available to work regular overtime