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Helpdesk Support Technician

1 week ago

Cebu City, Central Visayas, Philippines Withintelligence Full time

About the Job

We are seeking a highly skilled and dedicated Helpdesk Support Technician to join our IT support team. The successful candidate will provide first-level support, troubleshoot issues, and escalate complex problems as needed.

The ideal candidate will have previous experience in IT support or customer service, basic understanding of networking, operating systems, applications, and hardware, and experience with service desk software such as Freshdesk, Atlassian: Jira.

Responsibilities:

  • Provide first-level support for IT issues and service requests via phone, email, or chat.
  • Log and track service desk interactions using ticketing systems.
  • Troubleshoot hardware and software issues, escalating complex problems to higher-level support teams as necessary.
  • Follow standard operating procedures (SOPs) for incident and request management.
  • Maintain excellent customer service standards, ensuring timely and effective resolution of issues.

Requirements:

  • Previous experience in IT support or customer service role.
  • Basic understanding of networking, operating systems, applications, and hardware.
  • Experience with service desk software such as Freshdesk, Atlassian: Jira.
  • Strong problem-solving abilities and attention to detail.
  • Effective communication and interpersonal skills.
  • Ability to work independently and as part of a team.