Service Desk Specialist

Yondu, Inc.


Date: 3 weeks ago
City: Mandaluyong City
Contract type: Full time
  • 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.

Minimum Qualifications

  • Education – Associates Degree in Computer Science or Bachelor’s Degree in IT, Computer Science or equivalent
  • Related Work Experience – At least 1-year experience in a technical helpdesk role
  • Knowledge – Knowledgeable in the following:
  • Basic system and network configuration
  • Familiarity with the ticketing system.
  • Knowledgeable in basic SQL and Unix commands.
  • Skills:
  • Sound problem resolution, judgment, and decision-making.
  • Above average communication skills and telephone manner
  • Excellent customer service
  • Strong interpersonal and organizational skills
  • Able to work independently and in a team environment
  • Must be adept to work in a fast-paced environment with tight SLAs

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