Service Desk Engineer  

Technical Duties

Service Desk and Support:

• Provide direct first level to second level of support to the clients, customers and employees pertaining to all products and services of ITG
• Assist end-users (clients, customer or employees alike) to diagnose and resolve incidents as well as dealing with application maintenance and request for change
• Problem determination and resolution at level 1
• Renewal of managed support and services
• Receive and log incident reports and service requests
• Provide first to second level of support to end-users from contracted customer
• Reports recurrence of incidents of the same nature
• Tracks follow-ups and service deliveries of logged requests
• Configuration and maintenance of service desk system
• Performs configuration of supported devices and systems
• Performs service delivery of service requests
• Configuration change control liaison
• Provide access management
• Request status reporting and updates

EDUCATION REQUIRED:

• Graduate of any 4-year course or college degree, preferably BSIT, BS Computer Science, BS Computer Engineering or any IT-related courses

EXPERIENCE REQUIRED:

• Must have at least one (1) year experience; fresh graduates with above scholastic records maybe considered
• Must have experience in technical support
• Must have good understanding of the business requirements

COMPETENCY REQUIRED:

• Knowledge of CRM tools and other productivity tools, strong people skills, computer literate, good communication skills and excellent customer service.