Helpdesk Technician

3 weeks ago

Pasay, Philippines Stefanini North America and APAC Full time

Responsibilities

  • Provide professional end-user support via telephone, email or web submits.
  • Provide restorative or maintenance actions to resolve end-user problems.
  • Responds tend-user problems based on standard procedures.
  • Track incidents and calls, including but not limited to, entering data into the database timely and accurately.
  • Ticket Dispatcher - Responsible in distributing tickets on the queue and checking ageing tickets.
  • Reports - Basic knowledge on excel (create pivot table, create a reporting deck)
  • Process P1/P2 tickets - Issue that needs immediate assistance May be responsible for ensuring systems are configured properly.
Job Requirements
  • Bachelor's degree or vocational in IT-related courses is a plus.
  • Minimum of completed two (2) years in college or has finished a Diploma/Certificate course.
  • Senior High School/K12 graduate.
  • Excellent in oral and written English communication.
  • Excellent customer service skills.
  • Must consistently meet or exceed required performance criteria.
  • Able and willing to take several calls a day when necessary.
  • Familiarity and good working knowledge in PC hardware and software troubleshooting.
  • Prior Software Application support (e.g. Outlook, etc.) experience is a plus.
  • Prior BPO experience in Technical Support is a plus.
  • Familiarity with ticketing system, a strong advantage.
  • Shift flexibility and schedule adherence are required for the position.
  • New hires are required to undergo 1-2 months onsite training followed by temporary WFH, subject to business needs for full onsite return in the future.
  • Office Address : 3F and 5F iMET BPO Metrobank Avenue Metropolitan Park Roxas Blvd, Barangay 76, Pasay City
Seniority level
  • Entry level
Employment type
  • Full-time
Job function
  • Information Technology
Industries
  • IT Services and IT Consulting
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