Help Desk (L1) Officer

About BDO

BDO Unibank, Inc. is the Philippines’ leading full-service bank, offering a wide range of financial and digital banking services. Guided by our brand promise “We Find Ways,” we are committed to delivering easy, reliable, and customer-focused services. Build your career with a trusted industry leader.

Job Summary:

Provides a single point of contact for all problems, requests and inquiries related to InformationTechnology (IT). The Service Desk Officer performs call taking, email and tickets handling, problem and request logging and monitoring, and providing first-level support.

Key Responsibilities:

I. Service Desk Officer - Inbound

A. Call Receiving, Logging and Monitoring
1. Receives and handles calls on IT-related problems, requests, and queries from users.
2. Records the call details on the ticket via the ticketing tool.
3. Assigns the reported concern’s impact and urgency, based on applicable troubleshooting guide or knowledge article.
4. Monitors reported IT concerns and requests until an acceptable solution is provided.

B. First-level Support
1. Provides first-level support over the phone.
2. Handles reported problems, requests, and inquiries remotely by providing step-by-step procedures to the users.
3. Provides permanent resolution or workaround procedures based on applicable troubleshooting guide or knowledge article.

C. Escalation
1. Follows proper notification and escalation procedures.
2. Escalates unresolved reported problems and requests to the appropriate IT units based on standard escalation matrix.
3. Checks the status of reported problems and requests assigned to Level 2 support units.

D. Ticket Updating
1. Records all ticket updates via the ticketing tool.
2. Updates tickets to document all relevant information.

E. Other Administrative Functions
1. Assists in the onboarding of new Service Desk personnel.
2. Performs other related functions that may be assigned from time to time.

II. Service Desk Officer - eChannels

A. eMail and user-logged tickets handling
1. Monitors and handles email messages and user-logged tickets on IT-related problems, requests, and queries from users.
2. Records eMail details on the ticket via the ticketing tool.
3. Assigns the reported concern’s impact and urgency, based on applicable troubleshooting guide or knowledge article.
4. Monitors reported IT concerns and requests until an acceptable solution is provided.

B. First-level Support
1. Provides first-level support over the phone.
2. Handles reported problems, requests, and inquiries remotely by providing step-by-step procedures to the users.
3. Provides permanent resolution or workaround procedures based on applicable troubleshooting guide or knowledge article.

C. Escalation
1. Follows proper notification and escalation procedures.
2. Escalates unresolved reported problems and requests to the appropriate IT units based on standard escalation matrix.
3. Checks the status of reported problems and requests assigned to Level 2 support units.

D. Ticket Updating
1. Manages rejected and unowned tickets created by Service Desk, as may be needed.
2. Manages tickets assigned to Service Desk.
3. Records all ticket updates via the ticketing tool.
4. Updates tickets to document all relevant information.

E. Other Administrative Functions
1. Assists in the onboarding of new Service Desk personnel.
2. Performs other related functions that may be assigned from time to time

Qualifications:

• Graduate of a 4-year college course
•  Preferably 2 years employment in an IT organization with similar capacity
• Must be willing to work onsite and be assigned in Ortigas

BDO Unibank, Inc. provides equal opportunity to all qualified candidates. Hiring decisions are based on job requirements and candidate qualifications, and shall not be influenced by any consideration of race, color, religion, sex (including sexual orientation and gender identity),  national or ethnic origin, or disability.