IT Service Desk Coordinator (SLA & Incident Response)

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

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.