Technical Helpdesk Support Specialist

3 days ago

Quezon City, National Capital Region, Philippines beBeeServiceDesk Full time
IT Service Desk Specialist Role

The IT Service Desk is the primary point of contact between end-users and the IT department. This role requires excellent communication skills, problem-solving abilities, and a strong understanding of technical systems.

This position involves handling phone calls, emails, chats, and self-service tickets from employees regarding IT issues and queries. The ideal candidate will be able to provide initial assessment, categorization, and prioritization for reported issues and resolve them when appropriate or escalate for further support where necessary.

  • Act as a central point of contact for IT-related inquiries and issues.

  • Provide timely and effective resolution to IT-related problems.

  • Evaluate and prioritize IT-related incidents and service requests.

  • Collaborate with internal teams to ensure seamless delivery of IT services.

  • Maintain accurate records of IT-related incidents and service requests.

This role also involves managing user accounts, such as password resets, access management, account creation, and deactivation. Additionally, the successful candidate will be responsible for monitoring, triaging, and escalating system alerts.

To succeed in this role, you will need at least 2 years of experience working in an IT Service Desk or Technical Support environment. You should have knowledge of AD, O365, or Outlook, JIRA Service Desk, or other ticketing systems. Experience in handling inbound calls, outbound calls, chats, and email support is essential.

A strong foundation in Linux, Wintel, and Network Operations is required, along with fundamental knowledge in documentation and excellent customer service, verbal, and written skills.

Prior experience with ITIL v3 Certified and knowledge or background in Splunk or other monitoring systems is highly desirable.

In return for your hard work and dedication, you can expect a competitive salary, up to 20% variable performance-based bonus, HMO on Day 1, HMO dependents coverage, including same-sex partners, access to mental health and wellness partners, Wellness Leaves, Birthday Leave, internal career mobility options, and local and international learning opportunities.

We believe that everyone has something special to offer, and we are committed to creating a welcoming place where everyone feels valued for who they are. Our motto #NoSmallRoles highlights the importance of every single job and person in our success. Come join us, where diversity fuels our innovation, and there are no small roles

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