IT Service Desk Specialist — 24/7 Support & Resolution

Strategic Networks, Inc.; Taguig; Hybrid; PHP 502,000 - 725,000; Full time

Job summary

Strategic Networks, Inc. in the Philippines is seeking a diligent IT service operations professional to respond to and resolve IT system problems, aiming for first-call resolution.

You will coordinate service desk scheduling and route issues to the appropriate maintenance personnel, ensuring timely updates and complete resolution. Responsibilities include managing IT-related customer complaints from the Customer Service Center, maintaining 24/7 support readiness, performing daily inspections,

Responsibilities

• Respond to or resolve IT system problems; aim for first-call resolution and escalate as needed.
• Provide follow-up feedback to ensure complete resolution.
• IT Equipment Problem Solving
• Coordinate the service desk's unified scheduling and transfer the issue to the appropriate maintenance personnel based on the problem type.
• Manage IT-related customer complaints from the Customer Service Center; collect, summarize, and report them to ensure smooth communication, timely processing, accurate statistics, and genuine feedback, ensuring thorough resolution.
• Oversee IT fault/alarm scheduling and distribution of fault tickets.
• Ensure timely follow-up on tickets and tasks related to operation metrics assessment.
• Evaluate the performance of operations and maintenance personnel
• Conduct daily inspections as per schedule, providing detailed reports after each inspection.
• Knowledge Summary and Documentation: Summarize daily service request knowledge, document valuable information and submit it to the knowledge base administrator.
• 24/7 Support Compliance: Maintain readiness for 24/7 support. Leaving the workstation without proper notification and endorsement is prohibited.

Job description

Strategic Networks, Inc. in the Philippines is seeking a diligent IT service operations professional to respond to and resolve IT system problems, aiming for first-call resolution.

You will coordinate service desk scheduling and route issues to the appropriate maintenance personnel, ensuring timely updates and complete resolution. Responsibilities include managing IT-related customer complaints from the Customer Service Center, maintaining 24/7 support readiness, performing daily inspections,