Junior Service Desk Specialist

The Service Desk Specialist will provide first-level support to ensure that all queries and issues are properly addressed and resolved. This position provides exceptional phone and email support to our customers experiencing software or hardware-related issues within our industry-leading products. Responsibilities include 24hr/7-day monitoring and analysis, research and documentation of identified or reported issues, and professionally written and/or verbal communication with customers (both internal and external).

Minimum Qualifications

Minimum 1 year experience:

Customer Service Experience

Troubleshooting Skills / Incident Management (Hardware + Software)

Knowledgeable / Experience in Ticketing System - SNOW

Knowledgeable in basic SQL and Unix commands

Willing to work at Globe Pioneer Mandaluyong

Duties And Responsibilities

Single Point of Contact of users both internal and external.

Receiving, logging, and managing calls via telephone and email.

Provides first-level support to queries and issues using the knowledge base in accordance with incident management and request fulfillment process.

Logs all tickets/service requests thru Ticketing System and ensure that all are escalated to appropriate departments.

Ensures that service incidents are acknowledged, escalated, and resolved according to Service Level Agreement (SLA).

Takes ownership of user problems and follows up the status of problems on behalf of the user and communicates progress in a timely manner.

Prepares reports and assure that information is readily available.

Other job-related activities that may be assigned from time to time.