Continuum Global Solutions – Mandaluyong City, Metro Manila – Position Summary: ITOC Global Service Desk II guarantee services are delivered to meet customer business needs and expectations. Triage service requests, ensures proper documentation, notification, escalation, tracking and follow up of all priority incidents. Proactively monitors the network health status via Solarwinds, telephony status via Prognosis, manages Incident Notifications, escalations and prepares post incident analysis. Essential Duties and Responsibilities: 95% – Provides Tier2 service or support through telephone, email or remote to internal or external customers in accordance with the service level agreement and escalates to Service Desk Analyst 3 or SD Lead when appropriate. Provides remote support for internal users and resolve issues escalated by Tier1 Configures and installs software for end-users’ desktops and laptops remotely or over the phone Processes hardware and software replacements based on troubleshooting results by coordinating user setup, upgrades and installations Performs end-user training as it regards assistance with supported applications Manages and triages service requests and incidents effectively by understanding customer needs and meeting service level requirements Communicates company and client-initiated changes to various stakeholders Resets or configures network accounts. Documents incidents and resolutions within the call tracking application and provides updates to the knowledgebase where applicable Sends BCP alerts based on impacted sites and locations Participates and performs in project calls and ensure procedures are properly followed and performed Assist with on-site support as needed Keeps track of equipment inventory as needed 5% – May preform other related duties and responsibilities as assigned and/ or required Qualifications: 1 or more year Technical support or IT Service Desk experience Experience in handling inbound and outbound calls ITIL certified is a plus but not required If without ITIL certification, applicant must have proper understanding of Incident, Change, Problem management and Service Request lifecycle Knowledge in active directory, O365, Solarwinds, Prognosis, and Service desk ticketing system Strong attention to details Can work with minimum supervision Willing to work non-traditional schedules, week days off, holidays, split off’s depending on operational needs Willing to work on-site Continuum is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation,disability, military/veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local laws. Individuals with disabilities in need of a reasonable accommodation to apply or compete for employment with Continuum Global Solutions or one of its subsidiaries may request such accommodation(s) by sending an e-mail to LOA.Accommodations@Continuumgbl.com. Be sure to include your name, the job you are interested in, and the accommodation you are seeking. Continuum recruiting correspondence will always come from a talent acquisition representative with an official @continuumgbl e-mail address. In addition, our representatives will never ask for any form of payment from a new hire or candidate. Please report suspicious activity to Corporate.Security@continuumgbl.com…. – Permanent – Full-time