Help Desk Specialist

2 weeks ago


Angeles City, Central Luzon, Philippines Seidotech Solutions Corp. Full time

Job Description:

About the Role:

  • As a Help Desk Specialist at Seidotech Solutions Corp., you will be part of our dynamic Technical Engineering Center (TEC) team, providing remote technical support to our customers in a 24X7X365 environment.
  • You will work on a wide variety of technical issues and collaborate with other members of the team to identify solutions to customer support requests.

Responsibilities:

  1. Provide first contact support for incoming requests via telephone, web portal, email, or chat, ensuring courteous, timely, and effective resolution of end-user issues.
  2. Follow-up on open tickets, keeping clients informed of any updates along the way.
  3. Record, track, and document service desk incidents within the application.
  4. Collaborate with the team to escalate complex issues to senior members or external resources as needed.
  5. Provide first-tier support for Windows Workstations, MAC OS, printers, mobile devices, Microsoft 365, Active Directory, and basic application and hardware troubleshooting.

Requirements:

  • A few years of related experience, preferably working with external clients in the Managed Services or IT Services industry.
  • Excellent written/verbal communication and customer service skills to maintain high-level collaboration and interaction with clients and colleagues.
  • The ability to defuse potentially difficult situations with angry or unpleasant clients.
  • Sound judgement and decision-making skills to independently make decisions affecting customers without always consulting a supervisor.


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