IT Help Desk Associate

4 weeks ago

Manila, National Capital Region, Philippines Broadpath Healthcare Solutions, Inc. Full time
Overview

The IT Help Desk Associate represents BroadPath IT and BroadPath as a whole. Your fellow BroadPathers and BroadPath customers will call upon you to help them though an issue, request, or to reach the right person in the organization. Our workforce primarily works from home; therefore, you will need to be adept at providing remote IT support.

If you enjoy challenges and interacting with people, this position may be for you

Responsibilities
  • Provides first level frontline IT support from phone, email, portal and chat or in-person
  • Responsible in IT Support ticket creation following set guidelines, and required documentation
  • Performs ticket triaging which involves categorizing and managing support ticket's priority based on urgency and impact
  • Responsible in assigning IT tickets to responsible IT groups based on ticket category
  • Performing remote troubleshooting through diagnostic techniques and pertinent questions
  • Determines the most effective solution based on the issue and details provided
  • Responsible in directing unresolved issues to the next level of support personnel
  • Provides accurate information on IT products or services
  • Accurately and completely documenting tickets by following defined guidelines
  • Conducting follow-up tasks and updating customer status and information
  • Handles IT Support calls, emails, chats in a calm, respectful, assertive and timely manner
  • Resolves tickets within SLA
  • Amenable to work on a shifting schedule day or night on weekdays, weekends and holidays
  • Will support BroadPath Onboarding
  • Needs to have Internet download speed of 25Mpbs and upload speed of 10Mbps
  • Amenable to work remotely if required
Qualifications
  • 1-2 years of IT Support experience

Preferred Experience

  • Customer service skills
  • English communication skills both in writing and voice support
  • Problem Solving
  • Willingness to Learn
  • Time Management
  • Microsoft Windows OS, Office Suite, 365 Admin Center, Teams, SharePoint, Azure, and Active Directory
  • ITSM, SysAid
  • TeamViewer
  • Avaya One X, Five9, Genesys PureCloud, Amazon Connect, Nextiva, InContact
  • Basic laptop/desktop diagnostics
  • Basic network and connectivity
Diversity Statement

At BroadPath, diversity is our strength. We embrace individuals from all backgrounds, experiences, and perspectives. We foster an inclusive environment where everyone feels valued and empowered. Join us and be part of a team that celebrates diversity and drives innovation

Equal Employment Opportunity/Disability/Veterans

If you need accommodation due to a disability, please email us at HR@Broad-path.com. This information will be held in confidence and used only to determine an appropriate accommodation for the application process

BroadPath is an Equal Opportunity Employer. We do not discriminate against our applicants because of race, color, religion, sex (including gender identity, sexual orientation, and pregnancy), national origin, age, disability, veteran status, genetic information, or any other status protected by applicable law.

Compensation: BroadPath has an effective process for assessing market data and establishing ranges to ensure we remain competitive. You are paid within the salary range based on your experience and market data of the position. The actual salary for this role may vary by location.

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