Job Description
The Service Desk offers a fast-paced, down to earth working environment being the first point of contact withour client account teams.
We use Jira incident management system to manage and process our tickets forboth internal and external stakeholders.
We Operate a Global Service Desk with shift patterns from Monday toFriday covering UK, US and APAC hours, with occasional out of hours and weekend support.
Our team areenthusiastic, proactive and committed to serving our client's needs as quickly and efficiently as possible.
You will enjoy working under pressure and as part of a team, you will have excellent Customer Service andInterpersonal skills.
You will have strong analytical abilities and be able to problem solve, manage your owntime well and meet work-based targets.
An understanding of the Service Desk function and its role within ITwould be beneficial.
DUTIES & RESPONSIBILITIES
You will report to the Service Desk team leader
Become part of the Service Desk and be the first point of contact for all 1st line service support for allITG Tech Services
Prompt escalation of Incidents to Tech teams within TeamITG
Identify trends for ways to prevent future problems
Access knowledge bases, and proprietary FAQ resources to aid in problem resolution and updateknowledge base with new identified fixes
Performing preventative maintenance, including checking and housekeeping on a daily basis
Recommend changes in line with developing technologies and the IT Strategy
**Qualifications**:
KNOWLEDGE, TRAINING AND EXPERIENCE
**The post holder must be able to demonstrate**:
Good timekeeping management
Clear and logical thinking agility and problem-solving skills to tackle complex technical systems andIssues
Experience at working independently and in a team-oriented, collaborative environment is essential
Exceptional customer service orientation
Ability to effectively prioritise and execute tasks in a high-pressure environment
Proven analytical and problem-solving abilities
A people person who has the ability to present ideas in a customer friendly language
Highly self-motivated and directed
Keen attention to detail
TECHNICAL, ANALYTICAL AND JUDGEMENTAL SKILLS
Showing experience in any of these areas would be beneficial, but not essential:
An understanding of basic Microsoft TSQL
An understanding of basic IP networking
An understanding of basic HTML, XML and.NET
Experience of using Atlassian products (Jira & Confluence)
Experience of working in an ITIL service management environment
Additional Information
Working Schedule
Monday to Friday 4PM to 1PMfor the training - 1 month
Then, 12AM-9AM withRotational Shift of US and UKhours (every 2 weeks) and viceversa
Location
Home based (Temporary) Alabang after pandemic
Must have minimum of 10 mbps internet speed
**Job Description**: