Helpdesk Analyst
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On-site - Cebu 1-3 Yrs Exp High/Senior High School Full-time
Job Description
- Responsible for proactive remote support and maintenance around POS systems.
- Responsible for proactive support and maintenance around desktops and laptops.
- Improve system performance by identifying problems and recommending changes.
- Maintaining stock items and ordering new hardware/software requests.
- Monitors support issues, ensures resolution plans, and reports progress to management.
- Proactively maintains systems and executes preventative maintenance plans. Monitors system status and reacts to issues as they arise.
- Communicates with site users regarding any system enhancements and or scheduled upgrades.
- Additional duties as job requires.
- Promote an inclusive & supportive approach within the Brand team, with networking continuing at all units.
- Focuses on removing barriers and empowering growth and opportunity for team members at all levels.
- Leads by example through Sustainability/Conservation efforts; displays knowledge of efforts in business application as well as giving adequate opportunity for teaching to unit staff as necessary.
- Engages with SSA/Unit in driving community effort through engagement activities and focus. On opportunities of giving back.
- Administer and maintain user accounts and access permissions within the ticketing system, ensuring appropriate levels of security and access control.
- Respond promptly to support requests, providing timely resolutions and escalating complex issues as necessary.
- Monitor ongoing support cases, develop resolution plans, and provide regular progress updates to management.
- Triage, prioritize, and resolve help desk tickets originating from automated systems, partners, and both internal and external end users.
- Conduct daily preventive maintenance checks on servers and websites to ensure optimal performance and system reliability.
- Deliver technical support for the admissions ticketing and access control system, ensuring seamless operations.
- Identify, troubleshoot, and resolve documented issues within the ticketing system, implementing effective and sustainable solutions.
Qualifications
- Strong analysis, organization, communications, interpersonal skills and troubleshooting skills are essential.
- Problem Solving, LAN knowledge, PC Proficiency, Verbal communication, and phone skills are preferred.
- Must be willing to work a flexible schedule which may include weekends and holidays.
- Technical support experience is desired.
Professional Development & Leave Policies
- Bereavement Leave
- Compassionate Leave
- Family Medical Leave
- Maternity & Paternity Leave
- Parental Leave
- Sick Leave
- Solo Parent Leave
- Special Leave for Women
- Unpaid Extended Leave
- Vacation Leave
Other perks/incentives
- HMO month 1
- Plus 1 Beneficiary for HMO after a year
- Monthly performance bonus after regularization
- Engagement activities
- 12 Days Leaves Annually
- US or UK Bank Holidays (depending on account)
- Birthday incentives
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