Urgent Hiring!! l2 service desk technician | salary up to ₱50,000Allied Fusion Services, Inc.

ALLIED FUSION SERVICES, INC.
 
Is currently looking for:
 
URGENT HIRING!! L2 SERVICE DESK TECHNICIAN | SALARY
UP TO ₱50,000
 
Enjoy the following benefits:
Signing Bonus: ₱14,000
Welcome Bonus: ₱10,000
HMO Coverage
Life Insurance Benefits
Daily Snacks
Free Coffee and Hot Chocolate
Qualifications
 
Essential Skills:
Customer Service Orientation
Interpersonal Skills
Problem Solving Skills
Quality Focused
Result Orientation
Listening Skills
Voice Quality
Preferred Skills:
3 years related work experience in the IT Helpdesk or Service Desk Environment
Strong Customer Service Experience
Graduate of any IT or Computer Science Course
Technical Skills Requirements:
Advance knowledge in Microsoft Office
MS Exchange / 0365 Administration
Good understanding of network principles
Good Analytical skills
Has basic understanding of ITIL
Strong IT / Service Desk background
Extensive experience in CRM / Ticketing tools (ServiceNow preferred)
Has Major Incident Management experience
Knowledgeable with Mobile Device Management
Good understanding of ticket priority and severity.
Roles and Responsibilities:
Handle Calls/Incidents escalated by L1 team.
Provide trainings for new products or upgrades.
Create / modify and manage KBs for new and existing products and / or coordinate with concerned L2 or application teams to get the KBs updated.
Analyze trend reports to identify causes for increase / decrease in incidents for specific products or overall volume if such spikes are not related to outages.
Coordinate to application / L2 teams and problem management groups to report / follow-up on previously reported or newly identified issues with no know solutions.
Report, analyze and correct either individually or by means of feedback, on accuracy of CI, KBs quality of documentation in incidents resolved or escalated by L1 ESD groups.
Receive calls, emails and web-tickets for end users and other Agency, Service Desks / Help Desks, and create Incident tickets or Service Request tickets, logging all pertinent Information.
Tracking and classifying incoming incidents or service requests, attempting initially solutions.
Provides initial assessment of categorization and prioritization for reported Incidents and Service Requests and provides initial support, targeting a higher level of first contact resolution.
Ensures Incidents and Service Requests are properly escalated and assigned to appropriate support groups.
Perform hierarchical escalation to Service Desk Management and Incident Management
Provide communication to end users concerning the status of Incidents, Service Requests, and Changes.
Compiles data through Incident entry that will be used for management information and reporting.
Maintains ownership of Incidents, ensuring status update and resolution according to SLAs.
Provide input to Service Desk Management regarding Continuous Improvement opportunities.
Cooperating with both internal groups (Problem Management, second-line) and external support teams in order to redirect incidents properly
Independently resolve tickets within SLA Adheres to standard operating procedures / work instructions
Follows the escalation process
Follows the shift hand-over process