Service Desk Associate  

Duties and Responsibilities
The 24/7 Service Desk Associate acts as the frontline of defense, single point of contact for all case update and responsible for monitoring support tickets from creation to closure. Focuses on improving the efficiency of support services and meeting SLAs.

• Responsible and Accountable for Incident and Service Request ticket creation
• Expected to keep an accurate and up-to-date log of each incident that is reported, including the category/type of incident.
• Coordinate with necessary resources to drive closure of tickets
• Coordinates with the needed resources to ensure customer requirements are met.
• Escalation Management: Incident must be addressed at the right level
• Ticket Management: Incident and Service Request
• Ticket Monitoring: Change and Problem
• Perform other tasks and responsibilities that may be assigned by the Customer Care Group Head from time to time.

Qualifications

A. Minimum Education
• Bachelor’s degree in computer science or technology-related field

B. Minimum Experience/Training
• Fresh graduate or minimum 2 years’ experience in service operations.

C. Competency
• Good interpersonal skills
• With integrity
• Effective in problem-solving; decision making
• Highly procedural and methodical
• Computer literate in MS Word
• Computer literate in MS Excel