Job Location: Marikina City

Job Description:

• Review and maintain ISO Documentation and other ISO requirements in preparation for the ISO Audit
• Plan and prioritize service desk activities to ensure continuity of service. 
• Analyze service desk inquiries to identify recurring user incidents/requests, recommend solutions and to identify areas where service desk support can be improved 
• Develop problem solving guidelines, checklists or other materials to assist service desk agents to respond to recurring user incidents/requests. 
• Respond to more complex, escalated enquiries from service desk agents. 
• Monitor SLA targets of all incidents and escalate if required. 
• Provide training to the Service Desk Team with regards to all new or updates on instructions, policies, guidelines, processes and procedures plus best way to use tools and maximize use of their features. 
• To ensure that service desk standards and policies are adhered to with consistency by each member of the Service Desk Team. 

Qualifications:

• Graduate of BS Computer Science/ Engineering or any IT related course
• At least 3 years experience in business providing service desk support.   
• Graduate of at least a four-year degree course relevant to the field of Information Technology or any other related course.   
• Requires ability in planning, coordinating and organizing projects related to application administration. 
• Able to document, explain and process information and evaluate proposed and configured solutions to these requirements. 
• Ability to manage time for timely delivery of projects and operational tasks.
• 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.
• Preferred - Prior experience in a regional or global service desk support role.
• Preferred - Prior experience in a team lead role. 
• Preferred - Has applied ITIL concepts in previous work experience. 

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