it DispatcherConnectOS

The purpose of this role is to ensure oversight of all service-related tasks (Helpdesk, SharePoint and monitoring) to ensure the team are addressing issues and solving them accurately and within our KPI's. This role will also co-ordinate allocation and resources for Infrastructure and Operational Projects including the required reporting and updates to clients;
Ensure all service related tickets are being categorised, prioritised and responded to within our defined KPI's
Ensure tickets are reviewed, updates and follow-ed up by the technical teams
Complete Ticket follow-ups and feedback reviews with Clients
Ensure updates and interactions are recorded within the Tickets and updated in a timely manner
Proactively provide updates and communication to clients for tickets and project activities.
Co-ordinate escalation of tickets between teams and service engineers.
Monitor the status of all service requests and ensure appropriate resources are assigned.
Triage technical incidents and requests and gather required information for escalation internally or to external providers.
Common Tasks
The following provides and overview of the common tasks completed and expected of this role;
Provide proactive day to day management and oversight of the service ticket operations.
Complete reporting on a Daily, Weekly and Monthly basis as needed both internally and to clients
Participate in daily meetings with service teams to ensure tickets are being actioned and escalations are being managed.
Ensure that all service levels and tasks are being delivered by the team
Additional Notes
You accept that the nature of Client's business requires flexibility and that your duties, title, position and responsibilities may need to be flexible from time to time to meet Client changing needs. You agree to perform such duties as may be reasonably required by Client, whether or not the duties are expressly referred to in your position description.
You must at all times:
Devote your full working hours to the requirements of your role
Exercise all reasonable skill, care and diligence in the performance of your duties
Carry out your responsibilities in accordance with recognised standards consistent with your training, experience and professional status
Promote the interests of Client and not do anything which may adversely affect the reputation or goodwill of Client
Comply with Client's policies, all reasonable lawful directions given to you by Client and all legislative requirements
ConnectOS

Mandaluyong City, Metro Manila
Permanent
Full-time