Desktop Support Specialist

2 weeks ago


Taguig, National Capital Region, Philippines Strategic Networks Inc. Full time
Job Summary

We are seeking a highly skilled Desktop Support Engineer to join our team at Strategic Networks Inc. as a key member of our IT service delivery team.

Key Responsibilities
  • Provide exceptional technical support to end-users via various communication channels, ensuring timely resolution of hardware and software issues.
  • Collaborate with Senior Technical Support Engineers and Team Leaders to resolve critical technical issues and maintain a high level of technical expertise.
  • Set up new user accounts and profiles, and provide walkthroughs to staff or clients to resolve issues.
  • Take ownership of assigned incident tickets and resolve them within agreed service level targets.
  • Proactively update end-users on request status and develop resolutions in a timely manner.
  • Analyze and respond to issues, and maintain a high level of program and service knowledge to provide value-based technical solutions.
  • Meet and adhere to attendance requirements based on Service Level Agreement and meet/exceed KPI targets set by the client.
  • Deliver quality, productivity, and compliance KPI/SLA reports on a daily, weekly, and monthly basis.
Requirements
  • Ability to perform root cause analysis and technical reporting.
  • Excellent communication and problem-solving skills.
  • Strong technical knowledge of desktop environments and IT service management.
  • Ability to work effectively in a team environment and maintain a high level of customer satisfaction.


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