helpdesk analyst ii (incident Management) cebu siteConduent

HELP DESK ANALYST II (INCIDENT MANAGEMENT) CEBU SITE
 
Responsibilities:
Coordinates and drives Restoration of Service for Major Incident events.
Coordinating a large Cross Functional Team
Conducts escalation to service teams, senior management and leaders to ensure appropriate awareness, engagement and focus
Produces accurate and timely communications tailored to relevant audience (Senior Leaders and internal Stakeholders)
Work closely with SMEs to quickly identify customer impact (who, how, when)
Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible
Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)
Qualifications:
Minimum of 3-4 years of experience in a Helpdesk and Incident management role.
Graduate of BS IT/ any related course
Excellent communication skills (written and oral), with experience interacting with all levels of management communicating issues with people, process and technology.
Good understanding of production IT Environment and IT Operations
Strong interpersonal and teamwork skills.
Ability to work rotating shifts to support 24/7/365 organization
Experience in a technical support field: network, server, storage
Knowledge in ITIL is a plus
Open to shifting schedule and hybrid work set up