IT Service Desk Support - Makati

Job Description

IT Service Desk Support is responsible for acting as the initial point of contact for clients phoning or emailing for technical support. Using relevant inquiries and diagnostic techniques to perform remote troubleshooting. identifying the optimal solution in light of the problem and the information clients have provided.

The IT service desk is the point of contact (SPOC) for users requesting IT services and the IT service provider.

An IT service desk can manage service requests from significant stakeholders like investors, business partners, external customers, and internal workers in addition to addressing issues.

Key Functions and Responsibilities:

• Systematically interprets user problems and identifies solutions and possible side effects.
• Uses experience to address user problems and interrogates databases for potential solutions.
• Escalates complex or unresolved incidents.
• Records and tracks issues from outset to conclusion.
• During change, it acts systematically to respond to day by day operational needs and react to them, avoiding service disruptions and maintaining coherence to (SLA) and information security requirements.
• Responds to common requests for service by providing information to enable fulfillment. Promptly allocates unresolved calls as appropriate.
• Maintains records, informs users about the process and advises relevant persons of actions taken.

• To keep track of the various assets available in your organization and their corresponding usage and availability. It also helps you monitor your assets online in any of the networks within Petnet Inc.

1. Understand What Users Expect From the Service Desk
2. Streamline Knowledge Management
3. Improve IT Service Desk Using the Right Tools
4. Build an Internal Knowledge Base
5. Prioritize Issues/Requests Based on their Severity
6. Ensure Escalation and Handoff Processes Are Well Understood
7. Don't Just Measure Everything. Keep KPIs User-Focused
8. Align IT with Business Goals

Qualifications:

1. Candidate must possess at least Bachelor's/College Degree in Computer Science/Information Technology or equivalent
2. Preferably Less than 1-year experience specialized in IT/Computer - Hardware or equivalent

• From day one, you'll receive comprehensive HMO and life insurance coverage, ensuring your well-being and peace of mind. But that's just the beginning!
• Embrace the Future of Work with our hybrid working setup, granting you the flexibility to achieve a perfect work-life balance. No more mundane routines expect a dynamic environment that fosters growth and innovation!
• A Thriving Culture: Prepare to be immersed in a collaborative and friendly culture, where teamwork and camaraderie flourish. Your colleagues will quickly become your second family, making every workday enjoyable and fulfilling.

• Our Purpose:To empower and uplift Filipinos by providing access and choices for financial inclusion
• Our Mission:We put the customer first by delivering innovative, reliable, and secure solutions to all our stakeholders and through digital and human touchpoints.
• Our Vision:A nation where financial services are inclusive and borderless
• Industry Leadership:As a subsidiary of Union Bank of the Philippines, PETNET is backed by a strong financial institution that leads the way in delivering innovative solutions and revolutionizing the banking industry.
• Professional Growth:We foster a culture of continuous learning and personal development. By joining our team, you will have access to training programs, mentorship opportunities, and a supportive work environment that encourages growth and progression.
• Team Collaboration:At PETNET, we believe in the power of collaboration and teamwork. You will have the opportunity to work alongside talented professionals, exchange ideas, and contribute to meaningful projects that shape the future of financial services.
• Impactful Work:Our services play a crucial role in facilitating global transactions, cross-border payments, and financial inclusivity. By joining us, you will make a tangible impact on individuals, businesses, and communities, both locally and globally.