Job Description & Requirements
This is for direct hire and regular employment for a Global Shared Services company.
Knowledge and Skills Requirements:
• Provide second level technical support to all IT Services staff and customers
• Effective call management including logging, monitoring / updating and resolving calls in a timely fashion. Escalate unresolved incidents to other support groups, including vendors, to expedite resolution
• Monitoring and management of incidents allocated to team via the call management tool. Ensure all requests are prioritized and managed pro-actively according to impact, escalating problems as required. Liaise with IT Services staff to ensure the most effective solutions for first level Help Desk requests
• Undertake impact analysis of projects or changes to policy and procedures that may have interdependencies with other tasks or resource of the team
• Provide regular and ad hoc reports and communication to interested parties through agreed methods and as directed by the Team Lead or management Inform the Team Lead or management, in a timely fashion, of any situation that may affect the delivery or quality of service to the client
• Manage client issues to resolution, escalating to Team Lead or IT Service Desk management team as appropriate
Job Requirements:
• Bachelor’s Degree in Business, Computing or Information Technology
• Willing to work on nightshift
• Minimum 3 years’ experience working in an IT support environment/technical background
• Experience working with system monitoring tools, ACD and incident management tools
• Over 2 years working knowledge of ITIL incident management & co-ordination
• Experience working within a global/geographical diverse company and working with varied cultures/backgrounds.
• General
o Basic knowledge of windows based hardware (server), networking and related troubleshooting
o Knowledge of virtual server hosting (ie VMWare)
o Knowledge or experience of working with or troubleshooting server backup tools/issues.
• Windows (Infrastructure/Server support) & AD
o In-depth knowledge of Windows 2003 server and Active Directory Support.
o Any knowledge or exposure to Windows 2008 desirable
o MCP,MCSA, MCSE – desirable
How to Apply as a IT Helpdesk (Level 2) – Based in Makati
Send your resume to: catherine.vida@johnclements.com Walk-in applicants are welcome! Visit us at Basement 1, LKG Tower, 6801 Ayala Ave., Makati City (beside Smart Tower and across Standard Chartered Bank) 8895957/09178817229 Bring 2 copies of your resume and a valid ID. Look for CATHY.