DG BOSS: Service Desk Specialist (FN)

Job description

Title: DG BOSS: Service Desk Specialist (FN) Receives, logs, analyzes and processes and tracks records of service orders and request activities. Liaises between customers and departments in order to respond to service orders and requests in a timeline manner and in accordance with contract requirement. Ensures all information related to service orders and requests are entered into CMMS in accordance with contract requirement and Asset Management standards. Performs analysis to properly classify the service orders/request and dispatches to correct department. Follow up with customers to ensure their service orders and requests are resolved. Performs quality control on work classification and service order/request data enterer into CMMS. Performs trend analysis or service orders performance and recommend solutions to department heads. Manages scheduled work such as projects and scheduled calibration and maintenance; and ensures work orders are issued to departments in a timely manner. Coordinates with Facility Management Specialist to make sure all facility data related to scheduled work is current. Assists in preparation and submittal of all documentation related to service and work orders. Perform other duties as assigned. Basic Qualifications Must have good oral and written communication skills which enable to effectively liaise with clients, other departments within the organization, subcontractors and clients, and report directly to Senior Management. Particular attention to details, good project management skills. Must pass overseas medical screening and be in good health. Must be contract oriented and computer literate in Microsoft Office software. Must have a valid and be able to obtain Non-Pro or Professional driver’s license with at least 2 restriction code. Preferred Qualifications JOB SPECIFICATIONS: SPECIAL CERTIFICATIONS OR TRAINING: Knowledge in Maximo is highly desired. Knowledge in using Computerized Maintenance Management System (CMMS) such as Oracle, to generate maintenance schedules is highly desired. EDUCATION: Associate or bachelor’s degree in Information Technology, Computer Science, Business Administration / Management or other related fields, based on a four-year course of study from an accredited university or college. EXPERIENCE: Must have at least (2) year experience in Service Desk or Work Control functions.