**JOB DUTIES AND RESPONSIBILITIES**:
- Receives and handles requests for service, following agreed procedures.
- Promptly allocates calls as appropriate.
- Logs incidents and service requests and maintains relevant records.
- Identifies and classifies incident types and service interruptions.
- Records incidents cataloguing them by symptom and resolution.
- Acts under guidance to record and track reliability data for your services.
- Systematically interprets user problems and identifies solutions and possible side effects..
- Uses experience to address user problems and interrogates database for potential solutions.
- Escalates complex or unresolved incidents.
- Records and tracks issues from outset to conclusion.
- During change, acts systematically to respond to day by day operational needs and react to them, avoiding service disruptions and maintaining coherence to (SLA) and information security requirements.
- Responds to common requests for service by providing information to enable fulfilment.
Promptly allocates unresolved calls as appropriate.
- Maintains records, informs users about the process and advises relevant persons of actions taken.
**JOB QUALIFICATIONS**:
- A graduate of BS in Information Technology, Computer Science, Computer Engineering or any related courses.
- Proven experience as a help desk technician/analyst.
- Experience in ticketing system/s (i.e., SNOW, SDP).
- Tech savvy with working knowledge of office automation products, databases, and remote control.
- Good understanding of computer systems, mobile devices, and other tech products.
- Ability to diagnose and resolve basic technical issues.
- Proficiency in English.
- Excellent communication skills.
- Customer-oriented and cool-tempered.
**Salary**: Php16,000.00 per month
**Benefits**:
- Health insurance
Schedule:
- 8 hour shift
Ability to commute/relocate:
- Quezon City: Reliably commute or planning to relocate before starting work (required)
**Education**:
- Bachelor's (required)
**Language**:
- English (required)
