Service Desk Associate | PSG

Trends Group; Makati; Hybrid; PHP 240,000 - 360,000; Full time

Job summary

Trends Group in Makati is seeking a detail-oriented service operations professional to manage incident and service request tickets. You will maintain logs, coordinate with resources for closure, and ensure customer needs are met with disciplined, methodical approach.

Ideal candidates are young graduates or have up to 2 years of experience, with strong interpersonal skills, integrity, and proficiency in MS Word and MS Excel. This role requires diligence and problem-solving abilities.

Qualifications

• Bachelor’s degree in computer science or tech-related field.
• Young graduate or 2 years in service operations.
• Strong interpersonal and analytical abilities.
• Integrity and ethical conduct.
• Effective problem-solving and decision making.
• Proficient with MS Word and MS Excel.

Responsibilities

• Create and log incident and service request tickets.
• Maintain accurate incident logs with category/type.
• Coordinate resources to drive ticket closure.
• Ensure customer needs are met through appropriate actions.
• Escalate incidents at the appropriate level.
• Manage tickets: Incidents and Service Requests.
• Monitor tickets and update status as required.
• Assist Operations Lead and Customer Care Manager as needed.

Skills

Interpersonal skills

Integrity

Problem solving

Analytical skills

Procedural discipline

Education

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

Tools

MS Word

MS Excel

Job description

DUTIES AND RESPONSIBILITIES

• 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.

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