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IT Help Desk Specialist

2 weeks ago

Taguig, National Capital Region, Philippines beBeeCustomerSupport Full time ₱250,000 - ₱450,000
Customer Support Professional

We are seeking an experienced Customer Support Professional to join our team. As the primary point of contact for customers and employees, you will provide technical assistance and resolve issues efficiently and effectively.

Your key responsibilities will include:

  • Technical Support: Provide support for IT-related issues, troubleshoot problems, and ensure all service requests are resolved promptly.
  • Ticket Routing: Route tickets to internal teams for escalation and resolution.
  • Vendor Coordination: Coordinate with vendors and support staff to resolve hardware, software, and network problems.
  • Account Support: Provide End User account support and manage relationships with vendors and support staff.
  • Documentation: Use ServiceNow to document and manage problems and work requests.
  • Communication: Respond to telephone calls, email, instant messages, and assigned Tickets from End Users.

You will be responsible for:

  • Problem Diagnosis: Recognize, research, isolate, and resolve problems through discussions with End Users.
  • Level 1 Remote Desktop Support: Provide remote desktop support and perform other activities based on SOPs.
  • Escalation: Escalate complex problems to appropriate support specialists.
  • Training: Train End Users and operators on a limited basis and/or write training procedures.

To be successful in this role, you will need:

  • Phone Support Experience: Phone support experience is necessary.
  • Helpdesk or Call Center Experience: Technical helpdesk or technical call center experience is necessary.
  • Problem-Solving Skills: Disciplined, systematic problem-solving skills required.

This role offers:

  • Competitive Salary: A competitive salary based on experience and qualifications.
  • Benefits: Health, dental, and vision insurance, paid time off, and holidays.