Helpdesk Specialist

2 weeks ago

Mandaue City, Central Visayas, Philippines beBeeCustomerSupport Full time ₱400,000 - ₱600,000
Service Desk Analyst

You will play a key role in streamlining IT support and providing managed solutions to pharma and biotech organizations. Our team is dedicated to innovation and customer satisfaction, seeking a highly skilled individual to join our ranks.

Key Responsibilities:
  • Provide end-user service desk support via phone, email, and chat
  • Manage incidents and requests within ticketing systems
  • Perform daily ticket follow-ups with end users
  • Resolve username and password problems
  • Perform uninstall/reinstall of software applications on devices
  • Provide multifactor authentication, single sign-on, and VPN support
  • Support hardware and software issues
  • Support general how-to inquiries
Required Skills:
  • CompTIA A+ certification
  • Experience supporting Microsoft 365, Windows 10, and Active Directory
  • 1+ year Mac OS experience
  • Experience with ticketing systems
  • Experience with remote access tools
  • Experience troubleshooting Windows hardware and software issues
  • 2-3 years of progressive technical support experience in an MSP or call center environment
  • Technical proficiency with common technologies: Windows, Office, iOS, laptops, tablets, Mobile Device Management (MDM), VPN, WiFi, etc.
  • Knowledge of Active Directory, Azure, O365, MFA, SSO, Okta, networking, and server concepts
  • Understanding of call center metrics and KPIs
  • College or technology school degree preferred
  • Ability to multi-task and work in a fast-paced environment
  • Strong technical troubleshooting and customer service skills
  • Strong verbal and written communication skills

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