Service Desk Specialist: 1st-Line IT Support & Ticket Management

Indra Philippines, Inc.; Cagayan de Oro; On-site; PHP 300,000 - 460,000; Full time

Job summary

Indra Philippines, Inc. is seeking an IT Service Desk professional to provide single-point contact for IT infrastructure services, monitor helpdesk tickets, and handle incidents, changes, and user inquiries.

The role involves logging tickets, categorizing by severity, routing toTechnical teams, and providing Level1 remote support using SOPs and knowledge bases. Responsibilities include status updates, customer follow-ups, satisfaction surveys, access coordination, and managing a catalog of

Responsibilities

• Provide a single point of contact for the agreed IT Infrastructure management services.
• Monitor the helpdesk tool for open and pending tickets raised by end-users.
• Receive incidents, change requests, and queries from end-users or IT Staff through one of the agreed modes of communication.
• Log tickets in the helpdesk tool on behalf of users making change requests over phone/and email. Log tickets generated by alerts in the tool.
• For all logged tickets, record the correct category, severity, problem description, and user information as per the predefined matrix.
• Assign the incidents to the appropriate technical group and categorize them into into the appropriate severity and priority group.
• Provide Level1 remote technical support for issues about the services under the scope of this SoW using the knowledge base and standard operating procedures wherever possible. Route calls to the appropriate support team.
• Follow-up with the support team or technical team for incident status and manage notifications and escalation.
• Update incident status to users periodically and as per the communication standards.
• Run satisfaction survey for every tickets closed.
• Coordinate user access requests in line with security and approval policies.
• Manage a service request catalog with predefined fulfillment workflows.
• Identify recurring issues and raise problems proactively.
• Conduct regular service desk training and quality assurance reviews.
• Enforce security and data privacy controls in service desk operations.

Job description

Indra Philippines, Inc. is seeking an IT Service Desk professional to provide single-point contact for IT infrastructure services, monitor helpdesk tickets, and handle incidents, changes, and user inquiries.

The role involves logging tickets, categorizing by severity, routing toTechnical teams, and providing Level1 remote support using SOPs and knowledge bases. Responsibilities include status updates, customer follow-ups, satisfaction surveys, access coordination, and managing a catalog of