Joel Casungcad

Duties and Responsibilities as a International Service Desk
• Enter tickets into Help Desk ticket tracking system.
• Diagnose and resolve level 1 problems in the areas of hardware, software, applications, and operating system.
• Provide telephone assistance to all levels of staff.
• Keep users informed as to the status of open calls, per established procedures.
• Escalate complex problems to second level support as directed by process and clients.
• Reset passwords when appropriate.
• Log and track emails ticket request.
• Ensure service calls from customers are addressed accurately and in a timely fashion,
with emphasis on customer care.
• Issue company service bulletins regarding software and hardware outages.
• Ensure Cross-company requests tracked and acted on per procedure.