Service Desk Professional

3 days ago

Mandaluyong City, National Capital Region, Philippines beBeeSupport Full time $54,000 - $72,000

Do you want to be part of a dynamic and innovative team that streamlines IT support and provides managed solutions with a strategic consulting and global leadership management approach?

At our organization, we work tirelessly to simplify IT operations and provide cutting-edge solutions exclusively for emerging pharma and biotech companies.

Our industry-leading solutions free clients from the demands of internal IT and enable them to rapidly advance their mission. Led by a seasoned leadership team, you will join a proven team, culture, and strategy to drive innovation within the IT outsourcing industry while developing your skillset with opportunities for internal growth.

Job Description:

We are seeking a skilled Service Desk Analyst to provide top-notch End User Support via phone, email, and chat. This is an exciting opportunity to work in a fast-paced environment and make a real difference in the lives of our clients.

Responsibilities:

  • Provide exceptional customer service and technical support via various communication channels.
  • Manage incidents and requests within our ticketing system.
  • Perform daily ticket follow-ups with end users within the respective ticketing system.
  • Resolve username and password issues efficiently.
  • Uninstall and reinstall approved software applications on devices as needed.
  • Offer Multifactor Authentication, Single Sign-On, and VPN support.
  • Provide software and application support.
  • Offer remote hardware support for laptops, tablets, mobile devices, monitors, docking stations, printers, and accessories.

Required Skills and Qualifications:

  • Reliable high-speed internet connection required.
  • CompTIA A+ certification is mandatory.
  • Experience supporting Microsoft 365, Windows 10, and Active Directory is essential.
  • 1+ year experience with Mac OS.
  • Experience with the ServiceNow ticketing system is necessary.
  • Proficiency in using remote access tools like LogMeIn, TeamViewer, and Take Control.
  • Ability to remotely troubleshoot Windows hardware and software break/fix issues.
  • 2-3 years progressive experience in Technical Support with an MSP or call center IT support environment.
  • Technical proficiency in common hardware, software, and technologies: Windows, Office, iOS, laptops, tablets, Mobile Device Management (MDM), VPN, WiFi, etc.
  • Understanding of Active Directory, Azure, O365, MFA, SSO, Okta, networking, and server concepts.
  • Knowledge of call center metrics and KPIs.
  • College or technology school degree preferred.
  • Ability to multitask and experience working in a fast-paced environment.
  • Strong technical troubleshooting and customer service skills.
  • Excellent verbal and written communication skills.

Benefits:

*Monday-Friday 9:00am-6:00pm EST*

As an equal opportunity employer, we are committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation or identity, national origin, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of the Employer.

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