Global IT Support Specialist

21 hours ago

Cagayan de Oro, Northern Mindanao, Philippines beBeeSupport Full time ₱180,000 - ₱220,000
Global Service Desk Role

This role involves troubleshooting, diagnosing and resolving IT issues involving multiple systems. The successful candidate will be able to interact with global remote work at home analysts via phone, email, instant message, etc.

Key responsibilities include logging tickets for each call with clear and concise documentation of all actions performed in near real-time. Maintaining a CSAT score of 98% based on user feedback is also a critical aspect of the job.

Additionally, the Technical I will be responsible for maintaining an individual Service Level Objective of 90% minimum across all tickets regardless of Severity. A maximum re-open rate of 10% is also expected.

The ideal candidate will have excellent written and oral communication skills. Experience working in a Shared Service Environment is also required.

Comprehensive experience with Mac OS and Windows is necessary as well as efficiency in utilizing general office applications (MS office applications) and communication tools (Email Clients, Corporate Instant Messaging).

Responsibilities:

  • Interact with global remote work at home analysts via phone, email, instant message, etc. to understand their IT issues, then troubleshoot, diagnose and resolve these IT issues involving multiple systems.
  • Log tickets for each call with clear, and concise documentation of all actions performed in near real-time.
  • Maintain a CSAT score of 98/10 based on user feedback.
  • Maintain an individual Service Level Objective of 90% minimum across all tickets regardless of Severity. With a maximum re-open rate of 10%.
  • All incidents are closed with the proper resolution and closure information which includes but not limited to root cause, and relevance to other tickets.
  • Prepares, and submit an end of shift report of any ticket that needs to be continuously worked on across shifts.
  • Perform ticket issue trend analysis to identify recurring incidents and issues, and then lead the efforts within IT to determine the root cause(s), the mitigation to prevent reoccurrence, and ensure the mitigation is deployed globally. Goal is to continuously reduce the number of monthly tickets per Technical Support Analyst.
  • Ensures that the technical knowledge base and technical documentations are kept current.

Required Skills & Qualifications:

  • Excellent written and oral communication skills.
  • Experience working in a Shared Service Environment.
  • Comprehensive experience with Mac OS and Windows.
  • Efficiency in utilizing general office applications (MS office applications) and communication tools (Email Clients, Corporate Instant Messaging).

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Information Technology

Industries: IT Services and IT Consulting

Join a team dedicated to providing exceptional service and support to our clients. We're committed to helping you grow and succeed in your career. Apply now to become part of our team.

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