global service desk i ( Associate iii, it ops )Continuum Global Solutions

Global Service Desk I (Associate III, IT Ops) guarantee services are delivered to meet customer business needs and expectations. Triage service requests, ensures proper documentation, notification, escalation, tracking and follow up of all priority incidents. Proactively monitors the network health status via SolarWinds, telephony status via Prognosis, manages Incident Notifications, escalations and prepares post incident analysis.
Global Service Desk I (Associate III, IT Ops) guarantee services are delivered to meet customer business needs and expectations. Triage service requests, ensures proper documentation, notification, escalation, tracking and follow up of all priority incidents. Proactively monitors the network health status via SolarWinds, telephony status via Prognosis, manages Incident Notifications, escalations and prepares post incident analysis
Essential Duties and Responsibilities
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
Sends BCP alerts based on impacted sites and locations
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 preform other related duties and responsibilities as assigned and/ or required
Defined Tasks
Takes in phone calls, answers emails from all GSD managed mailboxes based on urgency, responds to chats received from all 4 teams incident bridges
Change Gear - Service Request Management
Manage, triage, and resolve service requests if applicable based on SLA
Follow ups and provides updates to stake holders where applicable
Incident Management
Manages and triage incidents
Hosts incident bridges
Updates stakeholders on a timely basis until resolution
Process initial root cause analysis for stakeholders
Active Directory administration
Creates, modify, and deactivates user NT accounts based on set policies and requests
Distro creation and modification of users
Ensures PC's found in the network are assigned in the correct OU
O365 Administration
Provisioning and modification of O365 licenses based from user level (Outlook, Teams, Power BI etc.)
Administration, modification and setup of mailbox access and account
Setup of account specific access for specialized unit
SharePoint Administration
Responsible for the initial content/ configuration setup and assignment of SharePoint site based from user requirements
Responsible for maintenance and cleanup of un-managed SharePoint sites
Basic configuration setup
VDI
Educate and walk through user's on how to access VDI
VDI Administration allows GSD to manage and monitor all VDI connections (restart, control, administer) to ensure seamless connectivity for all enterprise users
Knowledge Base
Add best practices in change Gear KB articles for Team Lead review
Create and contribute new contents that would aid Global Service Desk team
Remote support
Provide basic remote support via phone to athome users utilizing remote sessions such as: LogmeIn or Dameware
Other tasks as assigned
About Continuum Global Solutions, LLC
Continuum Global Solutions' customer care services and call centers have been embraced by top companies worldwide. The company's Fortune-500 clients rely on its vast expertise in customer care management. Continuum Global Solutions leverages world class voice, chat, email, and social technologies. Continuum has more than 16,000 employees in major international markets and serves tier-1 clients across multiple industry verticals. More information can be found at www.continuumgbl.com.
Continuum is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation,disability, military/veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local laws.
Continuum Global Solutions

Mandaluyong City, Metro Manila
Permanent
Full-time