Jacky Junio Email & Phone Number

Quezon City, National Capital Region, Philippines

*Plays a critical role in defining business needs, training, escalation management, project roll-outs, transitions/migrations and acts as a second level support for the desk.*Plays a vital role in the overall operations of the desk and recognized as experts in processes and technical knowledge across all business units within Elsevier.*Also acts as trainer, peer-reviewer, approver, or knowledge sharer. *Helps in designing/creating new processes for the desk and assumes supervisory roles in its absence.

Engaged and tracked Priority 1 issues, with responsibility for the timely documentation, escalation and complaints, resolution, and closure of trouble tickets.Handled complaints, escalations, VIPs and coordinate with the second level team. Worked hand in hand with Managers to improve and meet/exceeds targets for the whole desk.Handled technical troubleshooting within an enterprise environment, including system crashes, slow-downs, and data recoveries.Monitor and assign ticket from the queue to specialist in a timely manner.Generates daily reports for ticket volume, resolve tickets and ageing tickets for entire account.Analyze trending issues that causes high volume of tickets and ageing tickets.

Record requests/incidents in a Service Management tool. Users may communicate their requests/incidents to the service desk through a phone call, email or web ticket (web interface for the Service Management tool).Troubleshoot incidents relating to standard desktop operating system, standard desktop applications,Assign requests/incidents to 2nd line support teams when needed. This role is expected to own such requests/incidents and act as the communication between the user and the 2nd line support teams.Follow-up on tasks assigned to the 2nd line teams at periodic intervals to ensure quick resolution to the users' requests/incidentsIdentify trends in reported issues and create a checklist for troubleshooting these issues.

Provides level 2 PC support both on-site and via remote accessCoordinates with 24x7 Helpdesk to ensure appropriate monitoring and handling of computer system issues. Responds to escalations, tickets, and alerts from the Helpdesk.Provides advance computer assistance and maintenance support to end users. Administers the local area network. Troubleshoots and resolves multi-user computer systems and connectivity problems.Responsible with the installation, configuration and ongoing usability of desktop computers, peripheral equipment, and software.Applying operating system updates, and configuration changesWorks with vendor support contacts to resolve technical problems with desktop computing equipment