Job Description

• Primarily responsible for calls and e-mails received via ITG Help Desk hotlines and mailbox.

• Logged all request received on ME SDP Ticketing System and continuously monitor status.

• Ensure that all reported IT-related problems and/or requests received are acted upon within the set standards.

• Responsible for logging and issuing incident ticket numbers for all IT-related incidents as reported or escalated by other IT units or groups in coordination with the Incident Management Team.

• Monitor and update the status accordingly as deemed necessary.

• Receives 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

• 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 the outset to conclusion.

• During change, 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.

Job Type: Full-timeSalary: Php16,000.00 - Php18,000.00 per monthBenefits:

• Opportunities for promotion

Schedule:

• 8 hour shift

Supplemental Pay:

• 13th month salary
• Overtime pay

Ability to commute/relocate:

• Ortigas Pasig: Reliably commute or planning to relocate before starting work (Required)