It service desk/sme/qa
Tata Consultancy Services Quezon City Full-time
Essential Responsibilities and Duties
- Provides First and second-line investigation and diagnosis
- Resolves and closes incidents/service requests as per Service desk procedures & allocated timelines
- Escalates unresolved incidents/service requests within agreed timescales
- Logs relevant incident/service request details per Service desk procedures
- Communicates with client regarding incident progress
- Ensures tickets are always updated until issues are resolved
- Managing, prioritizing, and documenting incoming questions and support requests by phone, email, chat, or in person.
- Resolving technical issues quickly and efficiently
- Installing and configuring necessary software and meeting end-user needs
- Escalating any serious problems to relevant departments and teams
- Ensuring optimal network performance
- Performing system updates, tests, and maintenance to avoid service interruptions
- Monitoring and reporting service desk tickets
- Analyzing IT incident reports and questions to identify any trends to make recommendations for changes and to prevent future problems
- Producing user manuals and guidance for end-users
- Creates/maintains documentation on Back Desk
- Special events coverage
- Local network support and/or assists centralized Network team
- Hardware/software selection, procurement, setup, installation, configuration, upgrades, monitoring, and troubleshooting
- User account creation/deletion and file permissions
- Laptop / Desktop Backup management and maintenance
- Assist all Joiners, Movers and Leavers tasks in the respective site
- Involve in Stock and Asset Management activities and coordinate with Stock Management
- Bachelor's Degree or completed at least 2 years in college with no back subjects, Associate Graduate, College Graduate
- At least 2-5 years relevant ITSD experience
- Experience in resolving tickets
- Ability to work independently and take initiative
- Strong communications skills, both written and oral
- Maintains strong attention to detail in high-pressure situations
- Willingness to work flexible hours when needed
- Immediate joiners are preferred
- Updated resume is required
ConnectOSMandaluyong, 8 km from Quezon City
Schedule: Monday to Friday (Flexible)
What are we looking for?
Skills Required:
• Demonstrated experience in leading a team of IT Service Desk and/or IT Operational department within a complex multi-location business.
• At least 2 years...
ConnectOSMandaluyong, 8 km from Quezon City
Schedule: Monday to Friday (Flexible)
What are we looking for?
Skills Required:
• At least 3+ years' experience in a service desk environment or call centre.
• Demonstrated experience in leading a team of IT Service Desk and/or IT Operational...
Tata Consultancy ServicesManila, 10 km from Quezon City
to relevant departments and teams
• Ensuring optimal network performance
• Performing system updates, tests, and maintenance to avoid service interruptions
• Monitoring and reporting service desk tickets
• Analyzing IT incident reports and questions...