IT Service Desk Coordinator

Microbase Inc; Makati; On-site; PHP 279,000 - 502,000; Full time

Job summary

Microbase Inc in Metro Manila is seeking an IT Service Desk/Incident and Service Request Coordinator to ensure high-quality processing and timely SLAs across incident and service request workflows.

You will triage requests, assign tasks in ServiceNow, communicate with Level 1/2 support and users, escalate per priorities, monitor queues, generate knowledge articles, and support SLA reporting and continuous improvement.

Responsibilities

• 1. Ensure that activities within the Incident and Service Request processes are being performed at a high level of quality and that it meets its associated Service Level Agreements.
• 2. Involved in the service request work order coordination relationship with relevant IT personnel and service providers.
• 3. Triage and identify ambiguous request for immediate coordination and resolution.
• 4. Responsible for ensuring accurate work order task assignments to ServiceNow Assignment Groups.
• 5. Responsible for communicating with the Service Desk (Level 1) and Level 2 Application Support, Operation Support, and users to ensure proper recording of Service Requests.
• 6. Determine if the request needs to be escalated according to established priority and severity criteria.
• 7. Ensures that requests assigned to all Assignment Group are resolved and that service is restored and/or provided.
• 8. Follows up and work with IT Support personnel and business users to ensure aging work orders are resolved quickly.
• 9. Provides a point of contact to users to clearly communicate progress and develops improvement plans.
• 10. Reviews and verifies established SLAs, Service Request reporting, including volumes and trends.
• 11. Monitors the request queues, and reviews assignee workloads in their respective queues to ensure that SLAs are met.
• 12. Creates Knowledge Articles with repeatable procedures, with a goal of reducing the number of work orders.
• 13. Escalates all process issues and improvements to IT Service Desk Lead and/or IT Leadership.
• 14. Willing to work on shifting schedules.

Job description

1. Ensure that activities within the Incident and Service Request processes are being performed at a high level of quality and that it meets its associated Service Level Agreements.

2. Involved in the service request work order coordination relationship with relevant IT personnel and service providers.

3. Triage and identify ambiguous request for immediate coordination and resolution.

4. Responsible for ensuring accurate work order task assignments to ServiceNow Assignment Groups.

5. Responsible for communicating with the Service Desk (Level 1) and Level 2 Application Support, Operation Support, and users to ensure proper recording of Service Requests.

6. Determine if the request needs to be escalated according to established priority and severity criteria.

7. Ensures that requests assigned to all Assignment Group are resolved and that service is restored and/or provided.

8. Follows up and work with IT Support personnel and business users to ensure aging work orders are resolved quickly.

9. Provides a point of contact to users to clearly communicate progress and develops improvement plans.

10. Reviews and verifies established SLAs, Service Request reporting, including volumes and trends.

11. Monitors the request queues, and reviews assignee workloads in their respective queues to ensure that SLAs are met.

12. Creates Knowledge Articles with repeatable procedures, with a goal of reducing the number of work orders.

13. Escalates all process issues and improvements to IT Service Desk Lead and/or IT Leadership.

14. Willing to work on shifting schedules.