Help Desk Coordinator

4 days ago

Makati City, National Capital Region, Philippines Seapeak Full time
About the Position:
The Desktop Infrastructure Technician role at Seapeak involves providing hands-on technical support to users, offices, and vessels. This includes installing, configuring, and maintaining computer hardware, software, systems, networks, mobile devices, printers, and scanners. Key responsibilities include troubleshooting and resolving hardware and software faults, managing inventory, creating user manuals, process documentation, and administering Active Directory, Entra ID, and Microsoft 365.

Main Responsibilities:
  • Monitor and respond to system, communications, and client problems via the Zendesk ticketing system.
  • Provide maintenance and general day-to-day running of the helpdesk system – Zendesk.
  • Take ownership of multiple different IT tools/applications where you will provide full setup/config/support.
  • Answer IT helpdesk telephone in a timely manner, ensuring issues are logged in the helpdesk system and resolving issues over the phone or escalating to the appropriate party.
  • Deal with 'walk-up' requests when in office or virtually from Teams contact.
  • Input issues and resolutions of problems into Zendesk with adherence to best-of-class ticket fundamentals.
  • Adhere to the employee onboarding/employee status changes/terminations (SAF) process and be responsible for the completion of all requirements for new hires, role changes, and account termination.
  • Work with the Manager, IT Technical Support and wider support team to ensure any recurring technical issues are addressed and any training or documentation requirements are identified and implemented.
  • Maintain local office IT equipment setup, managing spares and proactively refreshing hardware as required.
  • Install, configure, modify, and test computer hardware such as workstations, printers, and other equipment like scanners, switches, network cards; install and test software according to established procedures.
  • Setup and installation of server operating systems and associated hardware related to both shore and vessel environments.
  • Perform Active Directory functions such as user network access permission, AD account administration, workstation administration, and other AD administrative functions.
  • Perform Microsoft 365/Entra ID administrative functions, including Teams and SharePoint setup and configuration.
  • Communicate with external vendors and partners regarding maintenance and incident support by performing duties such as problem escalation, remote support calls, and troubleshooting where applicable.
  • Create and maintain technical documentation (user guides, how-to documents, local configuration information etc.).
  • Participate in the IT on-call rotation and ability to provide evening and weekend support whether in the office or remotely when required.
  • Provide IT Orientations and deliver IT-related training for users.
  • Undertake self-study to improve technical knowledge and keep current with new and upcoming technologies.
  • Lead or assist on IT projects and other duties as assigned.
  • Travel to other offices or visit vessels as required for operational support, upgrades, implementations, and projects.

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