IT Helpdesk Specialist

4 weeks ago


Pasig, Philippines Support Services Group Full time

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other assignments, projects, and duties may be required:

· 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:

· Technical Skills:

o Proficiency in Windows OS (e.g., Windows 10/11) and Server 2016/2019 are advantageous.

o Strong knowledge of Microsoft Office Suite (O365) and other common desktop applications.

o Understanding networking concepts, including TCP/IP, DNS, and DHCP.

o Wireless and wired network troubleshooting.

o Experience with Active Directory and user account management.

o Basic knowledge of hardware components and troubleshooting techniques.

o Knowledge of OS installation, configuration, and troubleshooting.

o Experience with Active Directory (AD) for:

o User and group account management, password resets.

o Familiarity with Single Sign-On (SSO).

o ITIL Framework: Familiarity with Incident, Problem, and Change Management.

o Awareness of common cybersecurity practices: Password policies, phishing prevention, and malware identification.

o Basic troubleshooting of antivirus software and firewalls.

o Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.

o Strong problem-solving and analytical abilities.

o Ability to work independently and manage time effectively in a remote work environment.

o Customer-focused with a commitment to providing high-quality support.

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