Advanced Service Desk Resolution Management

Siegen HR Solutions; Manila; On-site; PHP 500,000 - 700,000; Full time

Job summary

A leading HR solutions provider is looking for an Advanced Service Desk Resolution Management professional in Manila, Philippines. The ideal candidate will manage customer interactions and resolve infrastructure issues while ensuring adherence to SLAs. Candidates should have a minimum of 2 years experience and strong troubleshooting capabilities across server, network, and applications. This role requires exceptional self-motivation, organizational skills, and the ability to innovate. Join a dynamic team and help improve customer service performance.

Qualifications

• Minimum of 2 years of hands‑on experience.
• Proven track record identifying and championing new technologies.
• Proficient with managing and prioritizing multiple projects.
• Exceptional self-motivated and directed.

Responsibilities

• Primarily responsible for customer interaction and management of infrastructure services.
• Assist with maintenance of customer service SLAs.
• Identify & troubleshoot server configuration and/or performance irregularities.
• Support for IT Property Location Support Personnel.

Skills

Strong knowledge and experience in server, network and applications

Advanced troubleshooting skills

Strong communications skills

Ability to manage multiple projects

Innovative thinking

Analytical and problem-solving abilities

Job description

Advanced Service Desk Resolution Management

About the job Advanced Service Desk Resolution Management

ROLE DESCRIPTION:

• Primarily responsible for customer interaction and management of infrastructure services
• Answers inbound customer requests
• Assist with maintenance of customer service SLAs
• Work with senior level admins to determine and resolve high level problems
• Management of production infrastructure hardware/software and related technologies
• Identify & troubleshoot server configuration and/or performance irregularities
• Develop procedures to respond to these irregularities in a timely manner
• Ensure infrastructure is properly monitored
• Infrastructure alerts are addressed in a timely and thorough manner
• Oversee the execution and completion of assigned tasks
• Document and improve existing processes
• Support for IT Property Location Support Personnel (phone/chat) + escalated incidents
• Develops strong working relationships within the team and demonstrate uncompromising commitment to client and the company's core values.
• Seeks opportunities to improve knowledge, skills and performance through various channels such as but not limited to actively participating in Knowledge-Sharing, Brownbag sessions and Trainings.

QUALIFICATIONS:

• Minimum of 2 years of hands‑on experience
• Proven track record identifying and championing appropriate new technologies
• Strong knowledge and experience in server, network and applications, and problem resolution
• Proficient with managing and prioritizing multiple projects
• Strong communications skills and ability to impart information about technology
• Advanced troubleshooting skills of familiar and unfamiliar technologies alike
• May troubleshoot unfamiliar products through vendor or online documentation
• Innovative and able to think out of the box
• Superior analytical and problem‑solving abilities with keen attention to detail
• Exceptionally self‑motivated and directed with ability to set and manage priorities judiciously

PROVISION:

• Comes to work on-time according to the defined shift schedule. May also experience flexi time schedule depending on the business needs