Help Desk Manager

Information Technology Help Desk Manager

Posted 1 day ago

Job Description

The IT Helpdesk Manager will oversee and support the organisation's IT Helpdesk operations, infrastructure, and network systems. This role requires a proactive individual with a strong technical background who can manage daily IT operations, ensure infrastructure reliability, and provide mentorship to junior team members. The role would require providing advanced support and helping shape best practices while collaborating with global teams in Europe and the Americas.

Responsibilities

• Helpdesk Support: Provide Tier 2/3 support for hardware, software, and user access issues; oversee ticketing system and ensure timely resolution of escalated support cases; guide and mentor Helpdesk team members and set service standards; drive improvements in IT support processes and end-user satisfaction.
• IT Infrastructure: Maintain and troubleshoot servers (Windows/Linux), storage systems, and backup solutions; support endpoint management, patching, imaging, and deployment tools; manage Microsoft 365 and Azure AD environments; monitor system performance and implement upgrades when necessary.
• Network Management: Administer switches, routers, firewalls, VPNs, and wireless networks; monitor and improve network performance and security; coordinate with vendors for internet, telco, and network equipment support; implement and maintain network segmentation, VLANs, and site-to-site VPNs.
• Compliance & Cost-Efficiency: Oversee IT security policies and ensure license compliance and patching updates across core platforms; support audit activities and ISO 27001 initiatives; support cost-effective procurement and vendor negotiations for storage, backup, and compute resources; participate in annual IT budget planning for infrastructure and cloud-related needs.

Experience & Skills Required

• Diploma or Bachelor’s Degree in Computer Science, Information Technology, or related field.
• 5+ years of hands-on IT experience, with exposure to both user support and infrastructure/network management.
• Strong understanding of Windows Server, Active Directory, Office 365, and networking protocols.
• Experience with firewalls (e.g., Fortinet, Cisco, Palo Alto) and endpoint protection tools.
• Knowledge of virtualization (VMware/Hyper-V) and backup solutions.
• Experience managing multi-site data center environments and hybrid cloud setups; relevant certifications (CompTIA Network+, CCNA, ITIL) are a plus.
• Ability to work independently and manage priorities; a team player who can lead on critical issues; willingness to occasionally support outside office hours for urgent issues.

Other:

Job Type : Full-time, Permanent

• Paid training
• Work from home

Location : Manila area (as listed in posting)

Language: English

Posted 1 day ago

Job Description

Genpact is inviting applications for the role of Process Developer, Customer Service. In this role, you will support customers in English via calls and emails.

Responsibilities

• Receive and respond to customer calls, emails and chats; capture and verify required information
• Support customer inquiries with empathy regarding financial products and services
• Resolve customer issues in a professional and efficient manner
• Maintain accurate records of customer interactions and resolutions
• Effectively communicate solutions and recommendations to clients
• Stay up to date with product and service offerings to provide accurate information
• Meet or exceed performance metrics (response time, customer satisfaction) and QA targets
• Effective client account management to drive client advocacy

Qualifications

• High School or Higher; customer service experience preferred in financial services
• Strong written and verbal communication
• Strong numeracy and problem-solving skills
• Ability to work in a fast-paced environment with high inquiry volume
• Strong attention to detail and ability to maintain accurate records
• Flexible schedule including evenings and weekends

Benefits: Paid training

Work Location: Onsite

Location: Mandaluyong City

Note: Genpact is an Equal Opportunity Employer. This posting includes standard disclosures about equal opportunity employment and anti-scam messaging.

Posted today

Job Description

Pasig City, National Capital Region — Salary range ₱240,000 - ₱336,000 (Crescendo Staffing and Business Consulting Inc.).

Responsibilities include contact center duties such as presenting products, managing client relationships, quality assurance policies, inspections, resolving workflow issues, safety standards, documentation, training, and user training.

Requirements: at least 6 months call center experience; SHS, Undergraduate, Associate, or College Graduate.

Work Arrangement: Onsite

Job Type: Full-time

Benefits: Paid training

Language: English

Posted today

Job Description

Ready to shape the future of work? Genpact content describes AI-focused opportunities and invites applications for roles such as Process Developer, Customer Care. This section repeats branding and equal opportunity notices; all em formatting has been removed in this refined version.

Responsibilities listed include delivering outstanding service across phone and digital channels, managing intermediary profiles, setting up system access, and problem resolution with compliance and record-keeping.

Qualifications

• Graduate from a recognized university; experience in processing roles and multi-system management
• Strong communication and problem-solving
• Ability to work independently and with stakeholders
• Proficiency in computer systems

Preferred Qualifications

• Attention to detail and multi-system processes
• Time management and adaptability; understanding of data quality, compliance
• Ability to self-learn using process documentation

Genpact is an Equal Opportunity Employer and emphasizes anti-scam messaging. See postings for more details.