L1/L2 IT Service Desk Support
FPT Software Cebu City Full-time
Work Arrangement:
Work location: Cebu IT ParkWork schedule: Rotational, 24x7 Operation
Work set-up: Hybrid
Job Responsibilities- Investigates and handles requests for service, following agreed procedures.
- Promptly allocates calls as appropriate.
- Logs incidents and service requests and maintains relevant records.
- Identifies and classifies incident types and service interruptions.
- Records incidents cataloging them by symptom and resolution.
- Acts under guidance to record and track reliability data for your services.
- Identify and diagnose issues and problems.
- Investigates the source of issues and resolve it.
- Categorize and record reported queries and provide solutions.
- Support problem identification.
- Advise users on appropriate course of action.
- Monitor issues from start to resolution.
- Escalate, if needed, unresolved problems to a higher level of support.
- Provide essential online security advice and support.
Job Qualifications
Must Have Skill(s):
- With at least 1-3 years of relevant experience.
- Resolution driven andcritical thinker.
- Can replicate and troubleshoot issues
- Be interested in working in an environment using Kanban methodologies.
- Display strong customer service and interpersonal skills.
- Ability to explain complex IT concepts in simple terms.
- Possess strong analytical and problem-solving skills.
- Possess strong documentation and communication skills.
- Desire to investigate problems.
- Able to accurately follow written technical work instructions.
- Knowledge on BMC or ServiceNow ITSM system.
- Possess knowledge of Active Directory, Microsoft Windows, and Office365 (O365).
Hiring Process:
- HRI
- HM CV Review
- Technical Skill Interview
- Final Validation Interview
- SA/JO
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Consulting & Services (BPO)
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Arbeit Infotech Inc.Cebu City
For
• Bachelor’s Degree in Information Technology, Computer Science, Engineering, or a related discipline. Equivalent work experience may be considered.
• Minimum of 4–6 years of IT Service Desk experience.
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of Headcounts: 10+ FTEs Available
• Industry: IT Consulting & Services (BPO)
About the Job:
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