IT Helpdesk/Technical Support

1 week ago

Metro Manila Philippines HGS Offshore Staffing Solutions (HGS OSS) Full time

IT Helpdesk/Technical Support (AU Client)

The Level 1 (L1) Helpdesk provides frontline support for Forsite’s customers and internal users. The role covers ticket triage, SOP-based troubleshooting, knowledge base guidance, and basic data analysis and reporting. L1 ensures quick resolution of common issues, smooth escalation for complex cases, and clear communication throughout.

Scope of Responsibilities

  • Serve as the first point of contact for all inbound tickets (Freshdesk, Jira, Slack, email, chat, phone).
  • Triage and categorise incidents.
  • Follow SOPs and knowledge base guidance to resolve issues such as:
  • Charging or pairing checks
  • Dashboard login and access issues
  • Basic configuration and onboarding questions
  • Maintain accurate ticket hygiene in Freshdesk/Jira.
  • Keep customers updated until resolution or escalation.
  • Use remote management tools to support customers.
  • Probe customers for feature requests or system improvements and log accordingly.

Data Analysis and Reporting

  • Review tickets and system alerts daily.
  • Capture and flag recurring patterns (e.g., anomalies in vehicle speed caused by radar reflections).
  • Identify anomalies in data CSV exports and log findings.
  • Review dashboards for anomalies and escalate as required.
  • Create graphs and tables from CSV data exports.
  • Provide weekly sample reports showing volumes, error categories, and key trends.
  • Share findings with L2/L3 and Ops teams for product improvement.

Deployment Reviews and Issue Capture

  • Check recent deployments of wearables, base stations, and dashboard features.
  • Log anomalies or issues (including screenshots/logs) into the ticketing system.
  • Provide deployment review summaries to support early detection and resolution.

Tools and Systems

  • Knowledge Management: Confluence, Google Drive, Forsite Knowledge Base
  • Reporting: Excel/BI templates for weekly and monthly outputs

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Information Technology

Industries: Outsourcing and Offshoring Consulting

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