About the role
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Respond to and resolve incoming IT support requests from end-users via phone, email, or ticketing system - Provide first-level support for all IT - hardware, software, applications and network issues. - Diagnose and troubleshoot a variety of hardware and software issues - Escalate unresolved issues to appropriate teams or higher-level support - Log, track, and manage incidents and service requests using ITSM tools - Ensure timely resolution and follow-up with users for backlog tickets - Create and update knowledge base articles and user guides - Promote ITIL best practices across the support team - Open, log, prioritize, assign, close tickets logged in the IT Service Desk. - Query the User for all relevant information concerning the call made or issue reported by the user. - Attempt to resolve the defined inquiries while on the telephone, to meet the agreed upon Service Level for First Call Resolution. - Escalate tickets not resolvable by SD, in accordance with SSG escalation procedures. - Provide status updates on Tickets to users. - Reopen Ticket / Create a new ticket for follow up if the user indicates that the inquiry was not resolved to their satisfaction. - Able to make sound decisions and work with minimal supervision. - Excellent interpersonal skills to foster cooperation among users, support teams and peers. - Identify and recommend process improvements to enhance the customer experience - Collaborate with cross-functional teams to ensure seamless IT service delivery
QUALIFICATIONS :
- Graduate bachelor's degree preferably in IT but consideration for related experience. - At least 18 months of experience in Service Desk or IT Help Desk role - Strong problem-solving and analytical skills to quickly identify and resolve issues - Excellent communication and customer service skills to effectively interact with end-users - Working knowledge of common desktop applications, operating systems, and hardware - Ability to multitask and prioritize tasks in a fast-paced environment - Enthusiasm for continuous learning and adaptability to new technologies - With no issues working onsite 100% in our site in Pasig - With no issues working on night shifts, shifting schedule, weekends & holidays
SKILLS PREFERRED:
- Proficiency in Windows OS (e.g., Windows 10/11) and Server 2016/2019 are advantageous. - Strong knowledge of Microsoft Office Suite (O365) and other common desktop applications. - Understanding networking concepts, including TCP/IP, DNS, and DHCP. - Wireless and wired network troubleshooting. - Experience with Active Directory and user account management. - Basic knowledge of hardware components and troubleshooting techniques. - Knowledge of OS installation, configuration, and troubleshooting. - Experience with Active Directory (AD) for: - User and group account management, password resets. - Familiarity with Single Sign-On (SSO). - ITIL Framework: Familiarity with Incident, Problem, and Change Management. - Awareness of common cybersecurity practices: Password policies, phishing prevention, and malware identification. - Basic troubleshooting of antivirus software and firewalls. - Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users. - Strong problem-solving and analytical abilities. - Ability to work independently and manage time effectively in a remote work environment. - Customer-focused with a commitment to providing high-quality support.
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