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    IT Service Desk Lead - Taguig, Pilipinas - ETeam PH

    ETeam PH
    ETeam PH Taguig, Pilipinas

    10 oras ang nakalipas

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    Contract
    Paglalarawan
    :

    Provide user support via Phone, Email and ServiceNow automated ticket channels

    Track, categorize, prioritise, and monitor all incidents and request reported to the Service Centre

    Monitoring call volumes and trends to identify potential major incidents and problems

    Updating users on the status of their incidents and requests as they progress through the lifecycle.

    Maintain ownership of logged incidents and request from receipt to closure, communicating to users the progress of all enquiries

    Identify recurrent trends and advise the Problem Manager

    Liaison with other Service Management Services including Problem and Change Management

    Support all Service desk Incidents and requests to meet Service Level Agreements (SLAs)

    Maintain a consistent high level of customer service to all stakeholders

    Non-Major Incident Mgmt. - Tracking and Monitoring tickets resolution, SLA

    VIP Support (including prioritisation and working with resolver groups)

    Maintain Self Help capability and extend capability to cover additional requests and automated incident resolutions.

    Perform initial investigation of incidents and problems and resolve all incidents that do not need to go to a second or third level support team

    Follow the Cyber Security Incident Management plan when incidents arise and participate in cyber simulation exercise
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