Help Desk Technician

7 days ago

Sorsogon, Bicol, Philippines beBeeSupport Full time ₱1,800,000 - ₱2,500,000
IT Service Support Specialist Job Description

We're seeking a highly skilled IT Service Support Specialist to join our team. This role will be responsible for providing exceptional technical support and customer service to our employees, guests, and head office.

  • Technical Support:

Provide effective day-to-day IT support to ensure seamless operations.
Troubleshoot, diagnose, and resolve technical issues promptly and efficiently.
Utilize the service management system to log and track issues, service requests, and complaints.
Escalate complex issues to internal and third-party teams when necessary.

  • Customer Service:

    • Respond to and resolve IT service incidents and customer complaints efficiently.

    • Maintain clear and effective communication with end-users, delivery aggregators, franchisees, and head office personnel.

    • Ensure all interactions are conducted professionally and in alignment with company standards.

Documentation:

  • Document solutions and communicate them to end-users in a clear and understandable manner.

  • Create and maintain user-friendly documentation and guides for end-users.

  • Identify and escalate recurring incidents to Level 2 support to prevent future occurrences.

Service Management:

  • Handle incoming IT service requests from employees, ensuring proper resolution and communication.

  • Collaborate with the IT Support Manager and other team members to improve service delivery processes.

Requirements and Qualifications:

  • Proven experience in an IT support or helpdesk role.

  • Strong troubleshooting and problem-solving skills.

  • Excellent communication and interpersonal skills.

  • Familiarity with service management systems and tools.

  • Ability to work independently and as part of a team.

  • Knowledge of restaurant or hospitality industry systems is a plus.

Benefits:

  • Comprehensive health and life insurance on your 16th day of employment, covering 1 free dependent on the 16th day of employment.

  • Flexible leave credits which may be used for vacation, emergency and sick leaves.

  • Quarterly perks boxes for WFH staff, offering groceries and snacks to keep you fueled.

  • Superb and exciting Mid-Year Parties – with items to give away and cash prizes.

  • Endless opportunities for career advancement.

  • Annual Performance Review with Salary Increase.

  • We set you up for success with a company-provided PC/Laptop and fiber internet connection.

  • Tech-on-wheels Support.

  • Participate and join our CS Social Clubs and Special Interest Groups to connect with colleagues.

  • International career growth and connections.

  • Unlimited cash incentives for hired referrals.

  • Mental Wellness Employee Assistance program through Lifeworks.

  • In-house psychiatrist available to support employees' well-being.

  • Become part of the Employee Share Units program.

  • Cloudstaff Dream Points - To be used for bidding useful items like appliances, kitchenettes etc.

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