Job Location: Marikina City

Job Description:

• Logs all relevant incident/service request details, and applying categorization and prioritization. 
• Provides first-line investigation and diagnosis. 
• Resolves those incidents/service requests within its skill set/control. 
• Escalates the incident/service requests that they cannot resolve within agreed upon timescale. 
• Closes all resolved incidents, requests or other calls. 
• Communicates with users: Keeping them informed of incident progress, and notifying them of impending changes or agreed upon outages. 

Qualifications:

• Requires ability to directly and indirectly work and communicate with people of different nationalities.   
• Flexible enough to successfully adapt to changing demands and conditions of work.
• Graduate of at least a four-year degree course relevant to the field of Information Technology or any other related course. 
• Preferred - Prior experience in a regional or global helpdesk support role.
• Preferred - Has applied ITIL concepts in previous work experience. 

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