Technical Service Desk Associate

4 days ago

Manila, National Capital Region, Philippines Netrix Global Full time

About the Role

This Technical Service Desk Associate position is a Remote Philippines based opportunity.

At Netrix Global, the Technical Service Desk Associate will provide timely and accurate technical support to all clients generated from calls and emails, as well as ticket escalations and assignments from management. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of all problems, which may range from straightforward to more complicated technical issues. This role requires the analyst to clearly record information, accurately assign priorities, and resolve or reassign tickets to the resolver team. In this position, analysts will be responsible for managing their time appropriately, monitoring multiple assignment queues, their personal queue of open tickets, and continually follow up to ensure timely incident resolution and customer satisfaction. A qualified candidate will have two years' experience working in a fast-paced technical service desk environment with a proven track record of having excelled in maintaining high first-call resolution rate and exceeding performance metrics for utilization, occupancy, and ready time in queue.

Responsibilities:
  • Deliver timely and accurate technical assistance to Netrix clients via phone, email, and chat platforms.
  • Record client-reported incidents and requests accurately, including troubleshooting steps and results, into our ITSM system.
  • Monitor system-generated tickets for critical infrastructure issues; conduct troubleshooting to identify root causes and escalate accordingly.
  • Enforce security protocols for all clients; create user accounts and access permissions as needed.
  • Promote excellent customer service standards across all interactions.
  • BUILD strong relationships with clients through education on system usage and best practices.
  • Leverage our Knowledge Base to resolve client issues efficiently and effectively.
  • Develop creative solutions to user challenges of varying complexity levels.
  • Manage incident workflows, ensuring timely resolution and customer satisfaction.
  • May participate in user account management tasks.
  • Occasional on-site support may be required at client locations.
Requirements:
  • Must reside within the Philippines.
  • Degree in Computer Science or related field, or equivalent experience desired.
  • Exceptional verbal, organizational, and written communication skills.
  • Minimum 1-3 years of experience in Help Desk/Service Desk or IT roles.
  • Familiarity with Microsoft Office Suite and Windows-based systems.
  • Knowledge of computer fundamentals.
  • Analytical thinking and problem-solving abilities.
  • Tech-savviness and adaptability.
  • Self-driven individual able to thrive in dynamic environments.

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