Helpdesk Operations Specialist

5 days ago


Quezon City, National Capital Region, Philippines Tier1usa Full time

Athena is a dynamic company empowering possibility through transformative delegation. As a Helpdesk Operations Specialist, you will play a vital role in addressing employee inquiries, issues, and requests efficiently.

Job Description

This position involves resolving problems promptly and continuously improving support processes to ensure the organization operates smoothly.

Duties & Responsibilities:
  1. Respond to inquiries from employees via Zendesk, providing clear and concise explanations and solutions.
  2. Triage tickets, ensuring inquiries and concerns are directed to the correct subject-matter expert (POC), and that actions are committed by the SME (POC).
  3. Keep ticket submitters informed about the status of their tickets, providing regular updates and maintaining effective communication throughout the support process.
  4. Ensure timely resolution of issues according to service level agreements (SLAs).
  5. Add troubleshooting steps, resolutions, and frequently asked questions into the knowledge base for future reference.
  6. Identify recurring issues and recommend improvements to systems and processes through monthly reporting and collaboration with other departments.
  7. Utilize analytics and problem-solving abilities to diagnose root causes, follow logical steps, consult documentation, and test solutions to efficiently resolve complex issues.
  8. Possess excellent customer service skills to ensure employees' needs are met and issues are resolved promptly and courteously.
  9. Display great verbal and written communication skills to convey information clearly, ensuring clarity and understanding for ticket submitters.
  10. Show attention to detail to notice and address even the smallest aspects of an employee's concern, ensuring thoroughness in responses.
  11. Take initiative to assist employees and solve problems without needing explicit guidance.
  12. Exhibit resourcefulness in finding creative and practical solutions using available resources.
  13. Show assertiveness in dealing with employee inquiries and reaching out to SMEs/POCs to ensure issues are addressed promptly.
  14. Demonstrate teamwork and a collaborative spirit by working well with colleagues, sharing knowledge and resources to provide comprehensive support.
  15. Prioritize tasks effectively to ensure timely responses and issue resolutions.
Required Qualifications:
  1. Resides near Ortigas and can easily travel to our Ortigas site/s.
  2. Experience with helpdesk tools, preferably Zendesk.
  3. Proficient with Google Workspace and Mac OS.
  4. Willing to work in a hybrid environment (both remote and in-office).
  5. Available to work during the graveyard shift and flexible with workdays.

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