IT Service Desk Specialist
Kuehne+Nagel
Date: 2 weeks ago
City: Cebu City
Contract type: Full time
Embark on your path towards a successful career. Kuehne+Nagel stands out as an innovative logistics company with adaptability and efficiency at our core. Our advanced processes enable us to deliver exceptional services to our clients and customers. Your knowledge, expertise and distinct skillsets will play a vital role in driving the organization’s growth.
Your Role
IT Service Desk Specialist is intended to be the first line to acknowledge incoming incidents and requests reported by users or alarms raised by monitoring tools. IT Service Desk Specialist categorizes, prioritizes, attempts to collect as much information and diagnostics about the incident/request and solves it on the spot, if possible. If not, IT Service Desk Specialist is responsible for escalating and tracking incidents and requests until successfully resolved.
Your Responsibilities
Your Role
IT Service Desk Specialist is intended to be the first line to acknowledge incoming incidents and requests reported by users or alarms raised by monitoring tools. IT Service Desk Specialist categorizes, prioritizes, attempts to collect as much information and diagnostics about the incident/request and solves it on the spot, if possible. If not, IT Service Desk Specialist is responsible for escalating and tracking incidents and requests until successfully resolved.
Your Responsibilities
- Follow standard processes and procedures
- Other one-time tasks assigned by manager
- Ensuring compliance to Service Level Requirements
- Incident Management and Incident Communication
- Fulfilling incoming requests based on operating instructions (OPIs)
- Monitoring and reacting on monitoring alerts for corporate IT systems and applications
- Contributing to extending of knowledge base to ensure Know-How transfer to and within the frontline support team
- Escalating incidents and requests to the next level of support (2nd /3rd Level Support), in accordance with a defined escalation policy
- Categorizing, prioritizing incoming incidents and requests, qualifying details of incidents and requests, to ensure that the information is complete and accurate
- Basic knowledge of IT
- Good customer support
- High level of motivation and discipline
- Self-contained and target-oriented team player
- Good analytical and problem-solving competencies
- Good understanding of customer services and relationships
- Strong English language skills in both verbally and written
- High level of organizational and communication skills
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