Monitors system alerts and facilitate, process, and handle incidents to ensure restoration of normal services and minimize impact on customers
Acts as a single point of contact to all customers and responds to inquiries via phone calls, emails, and web portal
Manages customer incident life cycle including escalation, follow up with NOC, incident and activities updates and constant communications with customer to provide right level of visibility and status
Records, classifies, prioritizes all incoming customer incidents and endures proper data collection, complete incident documentation, and prompt updates
Troubleshoots issues based on standard operation procedure, and follow up with 3rd party manufactures, vendor, suppliers and telecom on behalf of customers to resolve incident
Maintains and improves customer satisfaction, experience and confidence through sustainable, scalable and available service delivery operations
Escalates incident as necessary internally or to 3rd party bases on contracted and expected SLAs
Schedules on-site dispatch for internal or 3rd party resources
Maintains consistent communications with all parties including customers, internal resources, and 3rd party and coordinate activities as needed
Qualifications:
Graduate of IT related-course
Must have more than 2 years of IT Service desk or related experiences
Knowledgeable in Windows 10 OS, Office 365, Exchange Administration, Active Directory, Intune, computer hardware, etc.
Showcase good interpersonal skills.
Ability to work under pressure.
Must have good judgment in handling serious customer problems
Must be flexible with work schedule
Must be amenable to work onsite ( Ortigas, Pasig )
