IT Service Desk

3 weeks ago


Cebu City, Central Visayas, Philippines CallTek Full time

Join Staff4Me as an IT Service Desk team member, where you will play a crucial role in providing first-line support to our clients. You will be responsible for handling incoming support requests, troubleshooting technical issues, and ensuring timely resolution to enhance user satisfaction.

Key Responsibilities
  1. Respond to and resolve incidents and service requests via phone, email, and chat.
  2. Troubleshoot hardware and software issues, guiding users through step-by-step solutions.
  3. Keenly document all interactions in the ticketing system to maintain accurate records of user issues and resolutions.
  4. Escalate complex issues to Tier 2 support when necessary while maintaining communication with the user.
  5. Educate users on common issues, guiding them on best practices for preventive measures.
  6. Perform routine maintenance on IT equipment as needed.
  7. Maintain a high level of customer service in all communications.
  8. Stay updated on emerging technologies and tools relevant to the company's IT environment.
Requirements
  1. 2+ years of experience in an IT support or service desk role.
  2. Strong knowledge of IT principles, including operating systems, hardware, and software.
  3. Excellent troubleshooting and problem-solving skills.
  4. Strong communication and interpersonal skills.
  5. Experience with ticketing systems and remote support tools.
  6. Ability to handle multiple tasks and prioritize effectively.
  7. Basic networking knowledge is a plus.
Benefits
  1. Competitive salary and benefits package.
  2. Opportunity for growth and career development.
  3. Training and support to enhance technical and customer service skills.
  4. Work in a dynamic and multicultural environment.
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