Continuum Global Solutions – Mandaluyong City, Metro Manila – Job Title: Technical Helpdesk Associate III Position Summary: ITOC Global Service Desk 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 Tier1 service or support through telephone or email to internal or external customers in accordance with the service level agreement and escalates to Service Desk Specialist II when appropriate. 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 Configures and installs software for end-users’ desktops and laptops remotely or over the phone. Processes hardware and software requests by coordinating user setup, upgrades and installations. Performs end-user training as it regards assistance with supported application 5% – May preform other related duties and responsibilities as assigned and/ or required Tier1 Qualifications: * 1 or more year IT Service Desk experience Knowledgeable in ITIL standards and have proper understanding of Incident, Change, Problem management and Service Request lifecycle Knowledge in active directory, MS office, Solarwinds, Prognosis, and Service desk ticketing system Strong attention to details Ability to gather information and triage requests/ incidents 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 About Continuum Global Solutions, LLC Continuum Global Solutions’ customer care services and call centers have been embraced by top companies worldwide. The company's Fortune-500 clients rely on its vast expertise in customer care management. Continuum Global Solutions leverages world class voice, chat, email, and social technologies. Continuum has more than 16,000 employees in major international markets and serves tier-1 clients across multiple industry verticals. More information can be found at 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…. – Permanent – Full-time

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