Incident Lead - ref. h63535103
TRT Global Solutions Philippines Inc. Mabalacat
Required Deliverables:
- Ensure all logged incidents are resolved within SLAs.
- Ensure all internal personnel involved in a service call work efficiently to meet SLAs.
- Ensure all customer communication within a service call is prompt, professional, and reliable.
- Ensure all commitments made to customers are met or rescheduled with their knowledge and approval.
- Send executive updates in a timely and accurate manner.
- Escalate issues to the correct channels promptly.
- Manage initial client escalations for service calls.
- Ensure all requirements are completed before closing service calls.
- Update all service calls with accurate information promptly.
- Ensure proper handover of service call tasks at the start and end of each VCA/GSD shift rotation.
- Must have 3 years up of experience in supervising personnel in IT maintenance service provider industry
- Must have basic knowledge in IT hardware & software maintenance services
- Willing to be assigned in Clark Global City Office & work in shifting schedule
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