ADP

SUMMARIZED DUTIES & RESPONSIBLITIES Request Fulfillment oEnsures company established service level agreements (SLAs) regarding responses and resolutions oResponding in a timely manner to IT requests and issues. Incident Management oPrepares scheduled/unscheduled maintenance notification messages for distribution and maintains templates oProvide technical assistance on hardware and software issues that may be reported by employees Change Coordination / Management Operations Control (Console Operations, Monitoring, & Routine System Maintenance) Other Duties oInstallation of parts, equipments, lines, hardware or software, etc. oShifting schedules, primarily night shift and weekends to support 24x7x365 operations. oWilling to work onsite, and render overtime as required. oAsset deployment, monitoring, and maintenance of asset inventories. oDocuments process workflows, procedures, and resource database. oCoordinates with internal and external customers for new initiatives and resolving existing issues oAny other future developments and task that will be assigned under the areas of responsibilityREQUIREMENTS This position requires 1-3 years of IT support experience in a similar role or provided Helpdesk or Technical Support functions from BPO/Call Center company Bachelor's degree in Computer Science, Information Technology, Engineering, or related field. Strong service orientation and multi-tasking skills. Fundamental knowledge of core technology, and platform. Critical thinking and problem solving with excellent communication skills both written and verbal. Basic knowledge of Networking, Operating systems and desktop technologies. Able to work mostly in the night shift, weekend shifts, and overtime. Able to work onsite, 5 days a week. Certifications in more than one of the following: Microsoft, ITIL (Plus, but not required) COMPETENCIES Solving day-to-day problems that are in line with ADPs mission, vision, and values. Shares ideas and information across multiple audiences to drive the business need. Acting in ways that help delivers results in a fast-pace and diverse environment. Collaborating effectively with clients to achieve and surpass shared goals. Holding self and other to the highest personal and professional standards. Responsible and reliable for all assigned task and duties.