Service Desk SME (Project-based)

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  • Salary:
    Competitive
  • Location:
    Manila
  • Region:
    Philippines
  • Division:
    Technology
  • Vacancy Type:
    Fixed Term

Meet the recruiter

Arianne Santos

asantos@cambridge.org

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Job Purpose?

Provides the single point of contact for all IT incidents and requests.  Monitors tickets through the entire lifecycle and ensures that users are informed on the latest updates.

Principal Accountabilities?

  • Provide first-level (and second-level on some technologies) IT support to global colleagues via phone, email and chat to ensure that incidents and requests are logged and actioned quickly and effectively.
  • Categorize and prioritize tickets using the incident management tool according to service catalogue and business impact to expedite with maximum efficiency.
  • Analyze tickets by probing, triage and documenting all findings to gauge and facilitate the most appropriate response.
  • Escalate out-of-scope tickets to the appropriate support team via the support matrix to ensure that every ticket is assigned correctly as swiftly as possible.
  • Provide user access administration for joiners, movers and leavers to maintain an up-to-date user base and protect network/data security.
  • Follow up open tickets within the Global Service Desk and other support teams to pursue speedy resolution and keep affected parties informed of progress.
  • Log system-monitoring alerts and notify the relevant support teams to minimize impact of task/system failures.
  • Handle major-incident communication from initial notification to closure to give a clear view of status and progress to appropriate parties.
  • Manage the overall Service Desk activities, including the supervisors.
  • Ensure that assigned Service Desk tickets relating to servers and server resources are prioritized and responded to appropriately.
  • Document identified solutions to aid swift resolution of future recurrences.

Knowledge and Experience?

  • Candidate must possess at least a Bachelor/College Degree or equivalent working experience
  • At least 1 year of working experience in the related field
  • Skills required:?
    • Call resolution across multiple systems - known issues
    • Repeatable units of work
    • Customer Services skills
    • 365 skills
    • Password and identity understanding
    • Outlook profiles reset
    • Mobile phone setup
  • Knowledge of ITIL. ITIL Certification is a plus
  • Working experience on ITSM tools (Remedy, ServiceNow, Marval, etc.)
  • Exposure to Active Directory, JIRA, O365 Suite, MS Office, SAP or FTP.
  • MAC OS knowledge is a plus

 

 

Why Cambridge University Press?

Cambridge University Press is part of the University of Cambridge. Our mission is to unlock people's potential with the best learning and research solutions. Our vision is a world of learning and research inspired by Cambridge.

A pioneer in our field with 485 years of printing tradition, we are committed to supporting innovation in learning and teaching. We publish without boundaries, ensuring our resources are accessible across the globe, in print, online and other digital formats.

We take pride in supporting community programs across the globe. Staff are encouraged to offer practical help, advice and funding to nurture vital charitable, educational and voluntary partnerships.
Playing a leading role in today's global market place, we have over 50 offices around the globe, employs around 3,000 employees, and distribute our products to nearly every country in the world. We publish 50,000 authors based in over 100 different countries.

Our Culture?

We place great emphasis on engaging and recruiting talented professionals who have a genuine interest in unlocking people's potential through learning and research solutions. The culture at Cambridge is built on six core values; Collaborative, Decisive, Empowering, Innovative, Responsible and Responsive. These are embedded throughout the organization and play a fundamental part in achieving our goal.


 
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Location
Manila
16th Floor, Frabelle Corporate Plaza, 129 Tordesillas St., Legaspi Village Makati City, Philippines, 1229
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Pension

Contributory pension scheme

Flexible Working

Flexible working environment

Life Assurance

Group Life insurance coverage

Discounts

‘Press Extra’, offering discounts at high street retailers

Annual Leave

28 days holiday entitlement, increasing to 30 days after 10 years of service

Fitness

Free on-site Gym facilities,
cycle to work scheme

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