IT Service Desk

Las Pinas City

Project Based

Service Desk

Job Description:

• Providing first – second level support through taking calls and handling the resulting incidents or Service Requests, using the incident management and request fulfillment processes, in line with Services objectives.
• Receiving, logging and managing calls from internal staff via telephone and email
• Oracle Account access management
• Windows OS and AD management and support
• Producing statistics and management reports
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
• To maintain a high degree of customer service for all support queries and adhere to all service management principles
• Ensure that Major Incident Management KPIs are reported and their targets met
• Responsible for the complete process adherence and handling of major incidents accord...