IT Helpdesk Associate

Description:

Duties and Responsibilities:

• Provide a professional and efficient customer support/service function for all Sykes Clients/Account Team across all Sykes Manila Centers to resolve their problems.
• MS Exchange Server administration - mailboxes, folders, distribution groups, calendaring, etc.
• Avaya PABX administration - authorization code access, etc
• Cisco switches administration - change vlan, proxy settings, etc
• Manages IT Helpdesk Newton Tool for Request and Incident Management within the SLA
• ATM and PABX (call routing equipment) troubleshooting
• Network Troubleshooting (internet, intranet, clients tools, Newton tool, etc
• Server Troubleshooting (MS Exchange, File/Printer, SAV, etc)Basic database troubleshooting
• Windows OS/Office applications software and hardware troubleshooting
• Password reset, VISP/VPN Connectivity issues, Remote user support
• Client Tools connectivity troubleshooting and support (Across all Sykes Manila Sites Accounts)
• Evaluates, and prioritizes incoming telephone, voice mail, e-mail, chat, and in-person requests for IT assistance from users experiencing problems with hardware, software, networking, telephony and other computer-related technologies.
• Handles multiple critical issues.
• Coordinate closely with the next level of support (i.e. End User Support, Administrators, Specialists and Engineers) in resolving issues received thru Helpdesk.
• Provides first-call resolution (phone) support to users by offering set solutions to problems.
• Logs and tracks calls using problem management database, and maintains history records and related problem documentation.
• Able to efficiently close tickets assigned to Tier 1.
• Releases IT Helpdesk Advisories for any IT announcements and status updates of any issue within the service level set.
• Responsible to update the customers and end users thru phone, email about the status of the issue/request until resolved.
• Monitors and records the progress and status of all cases to ensure that the committed service-level is fulfilled.
• Familiar and able to support at least 80% of client-specific applications by following proper escalation procedures. Coordinates the delivery of required services or solutions by a team of technical specialists or systems engineers.
• Escalate/Report issues, problems to appropriate external vendors, client IT, Sykes Service Desk and Sykes Corporate IT.
• Other similar tasks not otherwise specified

Qualifications:

• University Degree or the equivalent
• At least 6 months IT experience
• Experience with Windows 98/2000/XP, Windows Office applications
• Experience in Telephony, PABX, CMS, Allcas systems
• Experience in MS Exchange servers, file/print servers, SAV server
• Experience in Cisco switches/routers
• Problem solving skills and excellent customer service skills
• Technical Support experience from a call center environment is an advantage
• This position is Open to fresh grads with extensive OJT experience

Requirements:

Skills:
Analytical, Good Communication (listening, verbal, written), Computer/Technical Literacy, Adaptability/Flexibility, Fast Learner