Service Desk Associate | PSG

Trends Group Inc.; Makati; On-site; PHP 279,000 - 469,000; Full time

Job summary

Trends Group Inc. is seeking a Service Operations Associate to handle incident and service request ticketing, maintaining logs, and coordinating resolution with cross-functional teams. The role emphasizes accuracy, timely updates, and escalation when necessary.

The ideal candidate will have a computer science-related degree or relevant field and 2+ years in service operations, with strong problem-solving and analytical skills and proficiency in MS Word and MS Excel.

Qualifications

• Bachelor's degree in computer science or related field.
• Young graduate or 2+ years in service operations.

Responsibilities

• Responsible for Incident and Service Request ticket creation.
• Maintain an accurate and up-to-date log of each incident reported, including the category/type of incident.
• Coordinate with necessary resources to drive ticket closure.
• Coordinate with the necessary resources to ensure that the customer's needs are met.
• Management of escalation: address incidents at the appropriate level.
• Ticket management: Incident and Service Request handling.
• Ticket monitoring and follow-up.
• Other tasks may be assigned by the Operations Lead or Customer Care Group Manager.

Skills

Interpersonal skills

Integrity

Problem solving

Analytical skills

Procedural and methodical

MS Word

MS Excel

Education

Bachelor's degree in computer science or related field

Tools

MS Word

MS Excel

Job description

Qualifications

Minimum Education

Bachelor's degree in computer science or technology-related field

Minimum Experience/Training

• Young graduate or minimum 2 years' experience in service operations

Competency

• Good interpersonal skills
• With Integrity
• Effective in problem-solving; decision making and analytical skills
• Highly procedural and methodical
• Computer literate in MS Word
• Computer literate in MS Excel

Duties And Responsibilities

• Responsible and Accountable for Incident and Service Request ticket creation
• Responsible and Accountable for Incident and Service Request ticket creation
• Responsible for maintaining an accurate and up-to-date log of each incident reported, including the category/type of incident.
• Coordinate with necessary resources to drive ticket closure.
• Coordinates with the necessary resources to ensure that the customer's needs are met.
• Management of Escalation: The incident must be addressed at the appropriate level.
• Ticket Management: Incident and Service Request
• Ticket Monitoring
• Other tasks and responsibilities may be assigned from time to time by the Operations Lead and/or Customer Care Group Manager.