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Information Technology
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044138 Requisition #
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PRIMARY RESPONSIBILITIES
  • Receive incoming requests / incident reports
  • Fast paced handling of incidents / requests resolution, escalation and information routing.
    • Deciding on incident severity
    • Validation and evaluation of technical and or operational information pertaining to the incident
    • Manage incident resolution using appropriate resources

 

 

SPECIFIC RESPONSIBILITIES

  • Validate, evaluate and classify incident / requests
  • Determine resolution and/or escalation path to ensure all issues are appropriately managed
  • Evaluate content of requests / incident report and gather information if missing any
  • Record distinct issues in the tracking tools
  • Keep track of known solutions, consult knowledge database and use findings to respond to senders/callers.
  • Keep track of severity 1 issues for appropriate escalation and follow-up
  • Recognize solutions for repetitive use and enter those in knowledge database
  • Provide assistance for detailed analysis of incidents / requests
  •  Performs other related duties as may be assigned either in support of departmental goals or for his/her personal or professional training, education or development as programmed by his/her immediate superior.
PROFILE
  • Bachelor degree or equivalent in engineering/Information technology/Service management courses.
  • IT Literate - Knowledgeable in the use of internet based applications, e-mail communications, MS word &  MS excel
  • Knowledge in Oracle Enterprise Suite is an advantage
  • Has working / logical understanding of how different systems can communicate or exchange data and transaction status using integration layers / middleware
  • Preferably with experience in supporting application system of different frameworks
  • Experience of multi-cultural environment
  • Experience in providing customer service work
 
REQUIRED SKILLS
Experience/Technical Knowledge
  • Experience of multi-cultural environments.
  • Experience or training in customer service work
 
Language
  • English
 
   Additional information[1]
  • Focus: The ability to remain focused on the mission, on what’s important to the business despite distractions of day to day Helpdesk tasks.
  • Problem Solving: The ability to identify and resolve problems quickly and effectively
  • Pro-activity: The ability to take initiative to make improvements.
  • Communication: The ability to listen to users and convey ideas and solution effectively
  • Teamwork: Ability to work in a team both local and remote
  • Technical Skills: The ability to learn new products
  • Language: Fluent English and preferable other languages such as French and Spanish
  • Customer Skills: The ability to interact with customers in a polite and professional manner
  • Willingness and ability to travel worldwide
 

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