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.