Service Desk & Resource Coordinator
Black Box Network Services Makati Full-time
Own & manage the Ticketing system for specific accounts. (ServiceNow)
- Create, update & assign tickets to engineers promptly.
- Create & provide ticket for standby activation, out of office hours.
- Arrange appointment with Clients/Customer for ticket raised.
- Coordinate resource request & assign resource accordingly.
- Own & Update resource task shared calendar for all resource request.
- Update engineer deployment to track Field Engineer’s location.
- Updating timesheet for Field Service Team.
- Escalating tickets that fall outside of acceptable service delivery parameters according to SOP provided.
- Plan & assign engineers for PM spread across the team annually.
- Understand the SOP for Priority 1 (P1) Ticket and execute with accuracy.
- Coordinate schedules and prioritize tasks for Field Engineers.
- Track all assigned & outstanding tickets to ensure they are responded to and resolved according to company defined SLA.
- Engineers to be onsite in less than 60 Minutes during covered hours.
- Engineers are to resolve/restore tickets in less than 120 Minutes during covered hours. 60 Mins Level 1 -> 60 Mins Level 2
- Ensure & track whether engineers are adhering to appointments timing.
- Provide follow up response initiatively to ensure client/customer is aware of the status of the tickets, scheduled time for arranged tickets and completion time.
- Provide customer/client for any information or ad-hoc ticket reports requested.
- Must take initiative in providing updates or responding to clients/customers.
- Maintain clear communication with Field Engineers on problem resolution, status of outstanding issues, and scheduling for follow-up items.
- Ensure tickets are set to the correct priority, update accurate notes on current status and provide detailed closing information.
- Consolidate Tickets for monthly reports & draft based on template requested.
- Provide coverage of customer/client’s front line helpdesk whenever required.
- Scanning all SRAS that is required to be submitted to customer/client.
- Submitting the Daily ticket report to reporting manager by end of day.
- The working hours for service desk will be 0830 – 1730.
AsticomManila, 6 km from Makati
Job Responsibilities:
Team Leadership:
• Supervise, coach, and develop a team of Service Desk Analysts.
• Set clear performance expectations and provide regular feedback.
• Conduct performance reviews and address performance issues as needed...
Asia Peopleworks IncManila, 6 km from Makati
Job Description
We are seeking a detail-oriented and customer-focused Service Desk Analyst to join our IT support team. The successful candidate will be responsible for providing first-level technical support to end-users, resolving IT-related...
RingCentralPhilippines
This a Full Remote job, the offer is available from: Philippines
PS Expert Service Desk Specialist
Say hello to possibilities.
It’s not everyday that you consider starting a new career. We’re RingCentral, and we’re happy that someone as talented...