TL;DR

Systems Engineer: Managing a Service Desk team handling incident and service request management with an accent on knowledge management, change management, and SLA/KPI adherence. Focus on continuous improvement, ensuring customer satisfaction, and troubleshooting escalated incidents.

Location: Onsite in Quezon City, Philippines

Company

%hirify_global% is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era.

What you will do

Manage a Service Desk Team (Level 1 and 2) focusing on incident and service request management.
Participate in change management and ensure adherence to SLAs and KPIs.
Drive continuous improvement and innovation within service operations.
Perform SOP activities, ensuring understanding of customer environment and contributing to SOP improvements.
Manage the incident lifecycle according to ITIL and BIC frameworks.
Ensure stated productivity requirements are met and address CSAT feedback with corrective actions.

Requirements

2-5 years of experience.
Proficiency in Networking, Incident Management, Service Desk operations, and Service Now.
Experience with Windows and In-Store Vendor Management.
Ability to work onsite in Quezon City, Philippines.
Adherence to customer security, compliance, and communication requirements.

Culture & Benefits

High caliber, appreciative, and supportive team environment.
Energetic, collaborative, and inclusive workplace.
Global community with over 300,000 associates.
Focus on innovation and career path building.
Commitment to people, clients, company, communities, and climate.