Remote Service Desk Incident Coordinator

CommandLink, LLC; Philippines; A distancia; PHP 360.000 - 600.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Flexible time off

Employee referral bonuses

Descripción de la vacante

Command|Link in the Philippines offers a 100% remote role for a Service Desk Incident Coordinator. You will be the central point of coordination for incidents, triaging and routing to the appropriate teams to ensure timely resolution and adherence to SLAs.

You will work with NOC, Engineering, and MSP teams, maintaining queue discipline, documenting actions, and driving continuous improvement in case routing and escalation processes. A ITIL v4 Foundation certification is preferred.

Formación

• Bachelor’s degree in Information Technology, Business, or a related field preferred; equivalent experience considered.

Responsabilidades

• Monitor incoming incidents, alerts, and service requests; triage, categorize, and prioritize with SLA awareness.
• Identify and escalate customer-impacting issues or outages.
• Assign incidents to the appropriate teams, balancing workload for timely responses.
• Maintain queue health, reallocate cases as priorities shift, and ensure momentum toward resolution.
• Oversee open cases with clear notes, updates, and defined next actions.
• Coordinate internal communication during high-priority incidents and track action items.
• Enforce case management standards and queue discipline across service desk workflows.
• Offer continuous improvement by refining routing, backlog, and escalation paths.

Conocimientos

Incident coordination

NOC operations

ITSM

Monitoring tools

Networking basics

Communication

Educación

Bachelor’s degree in Information Technology or related field

Herramientas

Ticketing systems

ITSM platforms

Descripción del empleo

Command|Link in the Philippines offers a 100% remote role for a Service Desk Incident Coordinator. You will be the central point of coordination for incidents, triaging and routing to the appropriate teams to ensure timely resolution and adherence to SLAs.

You will work with NOC, Engineering, and MSP teams, maintaining queue discipline, documenting actions, and driving continuous improvement in case routing and escalation processes. A ITIL v4 Foundation certification is preferred.