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IT Service Desk Specialist

2 months ago

Manila, National Capital Region, Philippines Worldwide Resources Solutions Philippines Inc. Full time

The L1 Service Desk Specialist is the initial point of contact for users seeking assistance with IT issues, inquiries, or service requests. Primary responsibilities include troubleshooting hardware and software problems, responding to user inquiries, and resolving issues in a timely and efficient manner.

Job Responsibilities:

Provide first-level technical support to end-users, serving as the initial point of contact for IT issues, inquiries, and service requests.Troubleshoot hardware and software problems, offering timely and effective solutions to ensure minimal disruption to user productivity.Respond to user inquiries with clarity and professionalism, guiding them through issue resolution processes and providing exceptional customer service.Document and track incidents in a detailed manner, ensuring accurate and thorough records of each support interaction.Be the first line of defense for issue escalations. Escalate more complex technical issues to higher-level support teams for in-depth investigation and resolution.Maintain a high level of customer satisfaction by communicating effectively, acting with urgency, managing expectations appropriately, and delivering solutions in a user-friendly manner.Utilize remote support tools to assist users with technical issues, resolving problems efficiently and minimizing downtime.Collaborate with team members to share knowledge and contribute to the continuous improvement of support processes.Stay informed about the organization's IT systems, applications, and policies to provide accurate and up-to-date assistance.Participate in training sessions to enhance technical skills and stay abreast of emerging technologies and best practices in IT support.Other duties as assigned.Job Qualifications:A minimum of 2 years providing customer PC and application support via incident management systems, chat requests, etc.Demonstrated knowledge of basic IT concepts, including hardware, software, and operating systems.Strong knowledge of Microsoft technologies such as O365, Azure Active Directory.Self-motivated with the ability to work in a fast-moving environment.Working knowledge of a range of diagnostic utilities.Strong attention to detail to ensure accuracy in troubleshooting, documentation, and communication, minimizing errors and ensuring a high level of user satisfaction.ITSM knowledge and experience.Ability to multi-task and adapt to changes quickly.Passionate commitment to providing unparalleled customer service.Proficiency with ITIL and/or ITSM principles.Willing to work in the office at Bridgetown, Quezon City.Willing to work in the US hours (night shift).Preferences:Staffing Industry experience.Medical field or terminology background.ITIL certification.Experience of utilizing knowledge management processes or tools.ServiceNow experience. Benefits:Be part of a pioneer start-up teamHealth insurance + 2 Free Dependents20% Night DifferentialLife insuranceStaff meals provided daily EQUAL EMPLOYMENT OPPORTUNITY

Worldwide Resource Solutions provides Equal Employment Opportunity in compliance with all applicable government laws, ensuring equal opportunity in all aspects of employment.

Data Privacy Disclaimer:

Worldwide Resource Solutions is committed to protecting your privacy. This privacy policy applies to the personal data collected and processed during the recruitment process. We will process your personal data in accordance with applicable data protection legislation.

Purpose of Processing:
Your personal data will be collected and processed solely for the purpose of recruitment and selection activities related to the advertised position. This includes assessing your qualifications for the role, communicating with you during the recruitment process, and making hiring decisions.

Types of Personal Data Collected:
We may collect and process the following types of personal data:
- Contact information (e.g., name, address, email address, phone number)
- Professional qualifications and work experience
- Educational background and certifications
- Employment history and references
- Any other information you voluntarily provide in your application

Legal Basis for Processing:
Processing of your personal data is necessary for the performance of a contract to which you are a party (i.e., to assess your suitability for employment) and for our legitimate interests in making employment decisions.

Data Retention:
Your personal data will be retained for as long as necessary to fulfill the purposes outlined in this privacy policy, unless a longer retention period is required or permitted by law.

Disclosure of Personal Data:
Your personal data may be disclosed to third parties only when necessary for the purposes of recruitment and selection, such as to external recruitment agencies or background check providers. We will ensure that any third parties processing your data on our behalf do so securely and in accordance with applicable data protection laws.

Security of Personal Data:
We have implemented appropriate technical and organizational measures to protect your personal data against unauthorized or unlawful processing and against accidental loss, destruction, or damage.

Your Rights:
You have the right to request access to, rectification of, or erasure of your personal data. You also have the right to restrict processing, object to processing, and the right to data portability. To exercise these rights, or if you have any questions regarding the processing of your personal data, please contact

Consent:
By submitting your application, you consent to the processing of your personal data as described in this privacy policy.