service desk Coordinator (triage & dispatch)ConnectOS

As the Service Co-Ordinator you are responsible for undertaking and overseeing technical service delivery.
As a key part of this team, you are responsible for our basic minimum standards which include being organised, working to your schedule, following processes and procedures that are set out for you, providing quality customer service, undertaking documentation standards and communicating internally.
You have the following key areas of responsibility:
Customer Service
Consistently demonstrating the Company values:
Be Human
Own It
Inspire
Go Above & Beyond
Triage
Monitor service board to ensure tickets are assessed in a timely manner
Tickets are prioritised
Tickets contain sufficient details prior to being dispatched
Resource Allocation
Schedule work to appropriate resources
Remove roadblocks to ensure progress
Manage escalations to ensure work progresses and gets completed
Review their work to ensure quality service delivery
Customer Liaison
Customers are aware of technical progress
Educate customers on best practices and our processes
On-site work is mutually scheduled to meet business requirements.
Follow up calls are made in a timely manner as required
Proactive and Preventative Work
Review tickets to reduce issues when possible
Ensure proactive and preventative work is being undertaken
Identify and escalate issues
Identify sales opportunities
Follow up on tickets in a 'Waiting' status
Maintain the mailbox
Administration Tasks
Procure/cancel licences as required
Update agreements as required
Update Lucid data base as required
Book courier as required
Activate warranties
Maintain configurations
Add products to tickets as required
Close services tickets
3rd Party Vendor Liaison
Communicate via phone and email to vendors to keep them updated of progress
Quality Control
Ensuring Lucid standards are adhered to
Supporting team members in adhering to Company standards
Seeking continuous improvement
Requirements
At least 1-3 years experience as Service Desk Support
At least 1 year experience using ConnectWise or similar Ticketing System
Excellent Communication Skills
Benefits
HMO on Day 1
Temporary Work from Home Set Up
SL/VLs
Paid Government Mandated Benefits (SSS, PHIC, Pag-IBIG)
Day Shift
Equipment provided
Work-life balance
SALARY RANGE: PHP 35,000 - 45,000
ConnectOS

Mandaluyong City, Metro Manila
₱35,000-45,000 per month
Temporary
Full-time