Senior HelpDesk Associate

2 weeks ago


Quezon City, National Capital Region, Philippines Eclaro Full time

Senior Help Desk Associate

Summary:

Deliver exceptional technical support and customer service to our internal users. The first point of contact for troubleshooting and resolving IT-related issues, ensuring smooth operations and user satisfaction. This position requires strong communication skills, a passion for problem-solving, and a customer-centric mindset. Serve as a mentor for more junior team members

Duties/Responsibilities:

  • Assist junior team members in advancing key role competencies
  • Responsible for the completion of Daily Operational Checklist
  • Provide end-users with technical and troubleshooting assistance related to computer hardware and software, mobile devices and other tech tools and products (via phone, remote access or desk-side)
  • Timely deployment and configuration of laptops, desktops, VoIP phones, smartphones, tablets, remote desktop, antivirus, electronic faxing, projectors, printers, scanners and key cards
  • Perform new user setups and configurations
  • Process inbound tickets and ensure they are closed within the established guidelines
  • Leverage remote support tools to help resolve requests
  • Maintain accurate and complete records of incidents and requests received-- Escalate incidents and requests as needed
  • Assist with deployment of MDM product on mobile devices, encryption on existing laptops, scheduled computer upgrades
  • Assist with Daily Operational Checklist
  • Help with moves and relocations
  • Replenish inventory, as required (order printer toner, supplies, etc.)
  • Review and update IT documentation
  • Assist in ensuring data integrity across company systems through standardized QA checks and balances
  • Support application upgrades, patches, testing and other technical projects as assigned
  • Adhere to SLAs outlined in Helpdesk SLA document
  • Perform special projects and miscellaneous duties as requested

Qualifications:

Education

  • Associate or bachelor's degree in a related discipline, or a combination of certifications, training and/or work experience in relevant areas of Information Technology
  • Microsoft or other IT certification a plus

Experience

  • 2 years of prior experience configuring and troubleshooting Smart Phones, Windows 7, MS Office 2016/Office 365
  • 5 years of prior Help Desk and ticketing system experience preferred

Competencies

  • Basic understanding of TCP/IP concepts and computer networking
  • Excellent customer service skills, great phone etiquette and outstanding verbal and written communication skills
  • Strong organization and documentation skills
  • Ability to work within a cross functional team
  • Understands the dynamics that facilitate or hinder change.
  • Organized, trustworthy, and able to look at challenges as opportunities to achieve more.
  • Highly effective in client servicing and problem resolution.
  • High level of thoroughness and accuracy.
  • Displays strong sense of urgency to meet tight timeframes and deadlines.
  • Strong sense of empathy toward client concerns.
  • Leadership skills and team player.
  • Self-starter who works well under pressure and acts swiftly to address questions or concerns.

Responsibilities and requirements are subject to change based on business needs.


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