IT Service Desk Specialist

Job description

Responsible for coordinating and managing the delivery of local on-site IT services, using a combination of local Fluor resources or Third Party vendor for all Fluor secondary sites worldwide when on-site resources are required to resolve IT issues or deliver IT requests.

Roles and Responsibilities

  • Process work order and incident requests
  • Act as an IT liaison to improve communication and customer satisfaction
  • Respond to and perform second level troubleshooting, as necessary, of technical issues via phone, email or remote take-over
  • Follow standard Service Desk procedures like ticket logging, administering Service Desk software or tools
  • Escalate or redirect problems or requests to appropriate support groups.
  • Handle and escalate high-severity tickets
  • Document actions taken and resolution steps to keep users updated of the progress of the ticket Track incident and work order request tickets until closure.
  • Research and investigate on new or unfamiliar issues that may arise while utilizing available tools & resources
  • Coordinate with other support groups or vendor service providers to keep Service Level Agreement at satisfactory level.
  • Participate in and support new project initiatives or roles
  • Stay current with system information, changes and updates
  • Maintain IT GMC Service desk standards and key metrics

Education and Experience

  • At least two years of relevant IT and call center/ helpdesk operations work experience. Proficient in hardware, software, networking and VPN troubleshooting
  • Knowledge of relevant call ticket tracking applications
  • Sound knowledge and experience of customer service practices

Key Competencies

  • Excellent oral and written English communication skills
  • Strong inclination to learning and on-boarding new projects or initiatives
  • Strong customer service orientation
  • Quick adaptability and flexibility
  • Amenable to rotating work schedule including night shift, extended work hours, holiday and/ or weekend work.
  • Good planning and organizing skills
  • Keen attention to detail
  • Strong stress tolerance
  • Works with minimal supervision
  • Keen problem analysis and problem-solving skills
  • Good multi-tasking skills

Why Apply at Phil-Data?

Competitive salary package (commensurate with work experience)
Competitive commission and Incentives
Promotes work-life balance

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