Service Desk Engineer
at Capgemini
Manila, Fifth District, Philippines -
Start Date | Expiry Date | Salary | Posted On | Experience | Skills | Telecommute | Sponsor Visa |
---|---|---|---|---|---|---|---|
Immediate | 26 Aug, 2024 | Not Specified | 27 May, 2024 | 2 year(s) or above | Communication Skills,Remote Control,Databases | No | No |
Required Visa Status:
Citizen | GC |
US Citizen | Student Visa |
H1B | CPT |
OPT | H4 Spouse of H1B |
GC Green Card |
Employment Type:
Full Time | Part Time |
Permanent | Independent - 1099 |
Contract – W2 | C2H Independent |
C2H W2 | Contract – Corp 2 Corp |
Contract to Hire – Corp 2 Corp |
Description:
QUALIFICATIONS:
- Atleast 2 to 4 years work experience as a IT service desk / helpdesk role
- Tech savvy with working knowledge of office automation products, databases and remote control
- Ability to diagnose and resolve basic technical issues
- Strong problem-solving skills and the ability to work under pressure.
- Excellent communication skills, both verbal and written.
- Familiar with using customer tools, including Service Now, and Genesys phone system.
Responsibilities:
- 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
REQUIREMENT SUMMARY
Min:2.0Max:4.0 year(s)
Information Technology/IT
IT - Hardware / Telecom / Technical Staff / Support
Other
Graduate
Proficient
1
Manila, Philippines