IT GSD Specialist 1 in Makati at Startek

Date Posted: 11/11/2020

Job Snapshot

  • Employee Type:
  • Location:
  • Job Type:
  • Experience:
    Up to 1 year(s)
  • Date Posted:

Job Description

IT Global Service Desk team guarantee services are delivered to meet customer business needs and expectations. Ensures proper documentation, notification, escalation, and tracking and follow up of all priority incidents. Proactively monitors the network health status via NMS, manages Outage Notification and Escalation and prepares post incident analysis.  

Essential Duties & Responsibilities:

(Please quantify each with a % of time spent on each duty and responsibility – must add up to 100%)

  • 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

    • 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 applications.

  • 5% - May perform other related duties and responsibilities as assigned and/or required

Job Requirements

Education and/or formal training:

  • Associate’s degree or equivalent related experience.

Knowledge, Skills and Abilities:

KSAs Common to All JDs:

  • Fluent in verbal and written English.

  • Able to multi-task, have demonstrated organizational, detail orientation, prioritization skills and time management skills to ensure that work related activities are completed in an accurate and timely manner.

  • Ability to work effectively in a team oriented, high demand and fast paced environment. 

  • Ability to maintain high level of confidentiality and work with highly sensitive data and information.

  • Solid communication skills to effectively deal with various levels of management, staff and/or outside contacts.

  • Demonstrated interpersonal skills to work effectively in a team environment and maintain a professional and positive manner.

  • Effective listening skills to ensure understanding of instructions and directions and effectively communicate progress and problems to co-workers and management.

  • Familiarity a variety of office equipment, standard software packages and application and use of personal computers to include the Microsoft Office suite of products.

KSAs Non-exempt related positions:

  • Must have basic math, reading and writing skills to be able to count, read instructions and document necessary paperwork.

KSAs Job Specific:

  • Solid knowledge of computer, telecommunications and network equipment and applications.

  • Demonstrated written communication skills to effectively develop training materials, write clear, concise system documentation and outline current systems, recommend logical solutions with sound details and make updates as necessary.

  • Demonstrated ability to read, analyze and interpret general business periodicals, professional journals, technical procedures or government regulations.  Ability to interpret and/or create a variety of instructions furnished in written, oral, diagram or schedule form.

Other position Considerations:

  • Travel may be required to attend work related meetings and training sessions.

  • May be required to work a flexible schedule that provides needed coverage for customer service levels and/or time-sensitive projects. Incumbent must be able to support operations which are opened weekends and evenings.  All employees must be willing to work all shifts, overtime, holidays and emergency shifts as required.

  • Able to maintain a regular work schedule to meet the needs of the business.

  • Required to read and follow all company policies and procedures.

  • Support and model the company values.

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