Found Description
Work Setup: Remote with occasional visit to office (candidates must be from Cebu)
Responsibilities:
- Monitor telephone queues & answer calls within stated guidelines.
- Identify the urgency and impact of Requests / Incidents and adhere to set processes.
- Take ownership of any Major Incident (MI) and provide timely updates to stakeholders.
- Coordinate and Liaise with internal and external stakeholder.
- Record and provide meaningful, relevant, timely and accurate updates in the Enterprise Toolset.
- Provide escalation support for Service Desk Analysts through Queue Management, Knowledge Review, and Quality Assurance.
- Provide resolution over the phone through investigation and diagnosis, using remote system management tools.
- Assist the Service Desk Team Leader in the adaptation of new, changed, and improved processes.
- Understand and adhere to set Key Performance Indicators.
- Ensure that cu...