IT Service Desk

Nityo Infotech Services Pte. Ltd.
Taguig, Metro Manila
Qualifications
  • Candidate must possess at least a Bachelor's/College Degree , any field.
  • Required skill(s): ticketing, phone support, email outlook, Technical Support.
  • At least 2 year(s) of working experience in the related field is required for this position.
  • Applicants must be willing to work in McKinley Hill Taguig.
  • Willing to work any shift
  • Can start to work ASAP
Technical Skills
  • Technical helpdesk or technical call center experience is necessary.
  • Disciplined, systematic problem solving skills required.
  • Hands-on work experience with the following:
  • Windows Operating systems : Win 10
  • Understanding of Servers: Windows 2000, Windows 2003, Windows 2008,
  • Knowledge of Active Directory, Exchange 2003/2007
  • ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center
  • User account creation for Active Directory, Exchange Mailboxes, Distribution lists
  • Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
  • MS Office Suite : MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
  • Office O365 and Office 2016
  • Windows 10
  • Internet browsers (e.g. Explorer, Chrome, Firefox),
  • VPN and remote dial-in users
  • Support for laptop, desktops, and printers
  • PDA and handheld support
  • Others: Adobe Acrobat and other common desktop applications like Winzip, etc
Job Responsibilities:
  • Accept & registers Service Calls
  • Classify Service Calls according to the specified options
  • Execute 1st attempt to solve the Service Call
  • Refer Service Call to the appropriate Resolution Owner Support Group
  • Tracks the progress of an owned Service Call during entire lifecycle (from start to end, register to close) to ensure that it is resolved within the agreed Service Level Agreement (SLA) and updates Service Call records if necessary. (Note: is responsible that the solution is created but is not necessarily responsible for the solution itself).
  • Escalate to the appropriate management level when thresholds are violated.
  • Close Service Call
  • Communication (internally / externally) about Service Calls, e.g., communicates the status of the Service Call directly with the customer or broadcasts to a larger audience as defined per SLA.
  • Report about Service Calls
  • Communicate response times for dispatched tickets to the customers
  • Manage the entire service request process ensuring adherence to SLA
  • Execute service requests such as setting up NT/Outlook accounts as per the SLA
  • Process and send IT reports

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Nityo Infotech Services Pte. Ltd.

Nityo Infotech Corporation (www.nityo.com) is a global provider of IT services and end-to-end solutions designed to help clients improve their competitiveness and efficiency. Nityo Infotech has operations in 6 countries across globe in North America, UK, Singapore and India. Its portfolio of solutions and services includes outsourcing, system integration, Application Software development, IT consulting and Quality Assurance & Training. Nityo provides services to several clients located across the world, including many Fortune 1000 and Global 2000 companies, in the commercial, industrial and government sectors - across key vertical markets, like financial services, life sciences and healthcare, telecommunications and utilities, and independent software vendors.

Learn more at :
http://www.nityo.com/