Associate iii, it opsContinuum Global Solutions

At Continuum Global Solutions, our vision is to be the leader in customer experience by connecting the right people with innovative solutions to deliver outstanding results. We will empower and support our employees to reach unimaginable heights while growing our business to make a global impact. Our can-do culture works together to make the ordinary exceptional.
Are you ready to be one that AIMS HIGHER. REACHES FARTHER in providing essential assistance to our organization's end users? Can you ACT BOLD.BE PASSIONATE in becoming a reliable resource in the field of IT Helpdesk? Can you BE ONE.HELP MANY in adhering to our IT policies, standards, and procedures? Do you want to BE DIFFERENT.BE YOU and LEARN MORE.TAKE ACTION?
JOIN OUR TEAM TODAY!
Position Summary: Global Service Desk I (Associate III, IT Ops) guarantee services are delivered to meet customer business needs and expectations. Triage service requests, ensures proper documentation, notification, escalation, tracking and follow up of all priority incidents. Proactively monitors the network health status via SolarWinds, telephony status via Prognosis, manages incident notifications, escalations and prepares post incident analysis.
ESSENTIAL FUNCTIONS:
➢ 95% - Provides Tier1 service or support through telephone or email to end users in accordance with the service level agreement and escalates to the next level when appropriate.
Manages and triages service requests and incidents effectively by understanding
customer needs and meeting service level requirements.
Takes inbound calls
Resets or configures company network accounts.
Documents incidents and resolutions within the call tracking application and provides
updates to the knowledgebase where applicable
Sends BCP alerts based on impacted sites and locations
Process equipment replacement
Manages shared mailbox
Performs basic troubleshooting for employee needing assistance
Process Onboarding and Offboarding requests
Performs end-user training as it regards assistance with supported applications
Provides first time set up assistance for new hires
Sends Alert/Maintenance/Event Notice
➢ 5% - May preform other related duties and responsibilities as assigned and/ or required
REQUIRED EDUCATION AND EXPERIENCE:
1 year or more Technical support or IT Service Desk experience
Experience in handling inbound calls
Knowledgeable in ITIL standards, have proper understanding of Incident, Change, Problem
management and Service Request lifecycle
Knowledge in active directory, MS office, SolarWinds, Prognosis, and Service desk ticketing system
Strong attention to details
Ability to gather information and triage service requests and incidents
Can work with minimum supervision
Willing to work non-traditional schedules, weekdays off, holidays, split off's depending on operational needs
This is a work on-site position
About Continuum Global Solutions, LLC
Continuum Global Solutions' customer care services and call centers have been embraced by top companies worldwide. The company's Fortune-500 clients rely on its vast expertise in customer care management. Continuum Global Solutions leverages world class voice, chat, email, and social technologies. Continuum has more than 16,000 employees in major international markets and serves tier-1 clients across multiple industry verticals. More information can be found at .
Continuum is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, disability, military/veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local laws. Applicants have rights under Federal Employment Laws .
Continuum recruiting correspondence will always come from a talent acquisition representative with an official @continuumgbl e-mail address. In addition, our representatives will never ask for any form of payment from a candidate or new hire. Please report suspicious activity to .
Continuum Global Solutions

Mandaluyong City, Metro Manila
Permanent
Full-time