As an IT Service Desk Agent, you will serve as the first point of contact for resolving IT system related issues. Your goal will be to achieve first-call resolution, escalating issues to second-line support when necessary. You will also provide follow-up feedback to ensure complete 

resolution, contributing to seamless IT operations. This role requires readiness for 24/7 support to ensure continuous IT service availability. 

Skills and Qualifications 

1. Above-average verbal and written communication skills to eƯectively interact with internal 

and external clients. 

2. Strong commitment to customer satisfaction, with the ability to professionally handle 

diƯicult situations.

3. Basic understanding of telecommunication products and services, including mobile 

networks, load and promo, and OTT/A2P services. 

4. High accuracy in documenting issues, resolutions, and following processes to ensure 

accuracy. 

5. Ability to manage multiple tasks eƯiciently and prioritize eƯectively in a fast-paced 

environment. 

6. Capability to work eƯectively within a team and coordinate with other departments to 

resolve issues. 

7. Ability to analyze issues, identify patterns, and provide eƯective solutions.

8. Competence in maintaining accurate records of all customer interactions, issues, and 

resolutions. 

9. Strict adherence to established procedures and guidelines to ensure consistent service 

delivery. 

10. Quick adaptability to new processes, technologies, and environments. 

Key Responsibilities 

1. IT System Problem Handling and Resolution: Respond to or resolve IT system problems. 

Aim for first-call resolution and escalate to second-line support for unresolved issues at the 

service desk level. Provide follow-up feedback to ensure complete resolution. 

2. IT Equipment Problem Solving: Coordinate the service desk's unified scheduling and 

transfer the issue to the appropriate maintenance personnel based on the problem type. 

3. IT-Related Complaint Handling: Manage IT-related customer complaints received from the 

Customer Service Center. Collect, summarize, and report them promptly to ensure smooth 

communication, timely processing, accurate statistics, and genuine feedback, ensuring 

thorough resolution. 

4. IT Fault/Alarm Management: Oversee IT fault/alarm scheduling and distribution of fault 

tickets. Notify and dispatch second-line support. Conduct reasonable interception, 

centralized scheduling, and unified communication, especially for crossprofessional/departmental/regional issues for widespread issues. Escalate fault handling 

processes and communicate fault resolution progress to relevant departments promptly. 

5. Ticket and Task Management: Ensure timely follow-up on tickets and tasks related to 

operation metrics assessment. 

6. Evaluation Responsibilities: Evaluate the performance of operations and maintenance 

personnel. 

7. Morning and Evening Inspections: Conduct daily inspections as per schedule, providing 

detailed reports after each inspection. 

8. Knowledge Summary and Documentation: Summarize daily service request knowledge, 

document valuable information, and submit it to the knowledge base administrator. 

9. 24/7 Support Compliance: Maintain readiness for 24/7 support. Leaving the workstation 

without proper notification and endorsement is prohibited.

Fresh Graduate of any course

Must be living near BGC (Pasay, Paranaque, Pasig, Makati, Taguig, Mandaluyong, Manila)