Schedule: Monday to Friday | Flexible (5:00AM - 5:00PM PHT)

Responsibilities

• Knowledge-Based Resolution: Solve queries (IT/HR/Payroll/etc) using standard documentation for One-Touch fixes.
• Ticket Ownership & Escalation: Reassign undocumented issues to specialized Resolver Groups.
• Proactively follow up with departments to ensure tickets are closed within SLA; keep employees updated.
• KB Maintenance: Identify knowledge gaps and help document new solutions for the shared repository.
• Operational Support: Perform data entry and administrative audits during off-peak hours.

Qualifications

• Good organisational skills with the ability to manage multiple tasks simultaneously.
• Strong communication skills to effectively interact with employees at all levels.
• Experience with ticketing systems, knowledge base articles and MS Office 365.
• Background in support or hospitalit...