Help Desk Support Specialist

2 months ago


Manila, National Capital Region, Philippines iSupport Worldwide Full time

Be a part of our fast-growing team and unchain all the possibilities

What is your mission?

We are looking for a Help Desk Support Specialist who will use their technical and customer service skills to resolve issues via phone, email, helpdesk tickets or remote tools. You will utilize several management tools and processes to resolve a high percentage of cases on the first touch and leverages technical skills to solve simple to moderately complex hardware, software, and networking issues.

You will provide the best service to our partner client by performing these tasks:

Handle Tier 2 help desk escalations through the company's internal ticketing system (Fresh Desk). Troubleshoot common IT problems and have a thorough working knowledge of the day-to-day operating environment, available tools, and client applications.Perform basic windows administration such as password resets and file and folder administration.Basic internet connection troubleshooting.Escalates more complex technical problems to a Helpdesk II or other IT specialists as appropriate.Follow up on outstanding requests and ensure timely resolution.Fully document all troubleshooting steps and create knowledge base articles of resolutions.Adhere to established IT policies, procedures and standards and ensure their conformance with information systems goals and procedures.Follow the established standards for documenting tickets, configurations, and standard operating procedures.Responsible for compliance policy adherence, including password management, documentation, maintenance, provisioning access, and data protection procedures.Help minimize downtime impact on users through accurate communication and efficient problem resolution for unscheduled downtimes.Maintain a thorough working knowledge of the day-to-day operating environment, available tools, and client applications.Interact with IT management frequently through timely reporting of operational activities, and with all team members on support issues and needs assessments. Deployment and administration of endpoint security tooling.Build new systems and processes.Create and maintain documentation for new and existing processes and deployments.Stay up-to-date with trends in the information security community including new vulnerabilities, methodologies, and products.

Who are we looking for?At least 3 to 5 years of experience in Help Desk Support role.Knowledgeable in Freshdesk and any remote tools is a plus.A strong focus on customer service and support.Ability to set priorities and multitask independently.Deadline and detail-oriented.Strong relationship-building and critical thinking skills.Clear and confident communication on technology strategy with clients.Proficiency in troubleshooting MS applications.Excellent written and verbal communication skills.

Company Perks:Above-industry salary package and incentivesComprehensive HMO benefits and life insurance from day 1Free learning and development courses for your personal and career growthDynamic company eventsOpportunities for promotionFree meals and snacks

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