IT Helpdesk Support- Project Based

1 day ago

Quezon City, National Capital Region, Philippines Aspiree Inc. Full time ₱75,000 - ₱150,000 per year

What you'll be doing:

First-line Support

  • Receive and respond to incoming technical support requests through various communication channels, including phone, email, and chat.

Issue Triage

  • Accurately assess and categorize technical issues, prioritize them based on urgency, and escalate more complex problems to appropriate teams or SMEs.

Problem Resolution

  • Provide prompt and effective solutions to common technical problems included in the runbook/troubleshooting guides.

Documentation

  • Maintain detailed and accurate records of all customer interactions, issues, and solutions in a ticketing system.

Knowledge Sharing

  • Contribute to the knowledge base by documenting solutions to common problems and sharing insights with the team to improve overall support efficiency.

Client Education

  • Offer guidance and assistance to clients for basic troubleshooting and self-help solutions.

Remote Assistance

  • Utilize remote desktop tools to access and troubleshoot clients' computers, servers, and devices.

Customer Service

  • Provide excellent customer service by addressing client inquiries professionally and courteously, managing expectations, and ensuring client satisfaction.

Incident Management

  • Manage and track incidents and service requests to meet defined service level agreements (SLAs).

Continuous Improvement

  • Stay up-to-date with industry trends and technologies, and actively seek opportunities for process improvement within the service desk.

What we are looking for:

  • Exceptional communication skills, both verbal and written.
  • Ability to communicate with various leaders within IT and across all of the hospital environment.
  • Leadership experience with the ability to inspire and motivate a team.
  • Analytical mindset with the ability to analyze data and identify areas for improvement.
  • Strong problem-solving skills with the ability to handle complex technical issues.
  • Strong technical knowledge of operating systems (Windows, macOS, Linux), hardware components, software applications, and IT infrastructure.
  • Proven experience in a service desk or IT support role, with a track record of progressively increasing responsibilities.
  • Experience with ITSM tools, remote support software, and ticketing systems.
  • Certifications such as ITIL, CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or relevant leadership certifications are advantageous.
  • At least 3 years of team lead with customer service experience

Other Details:

  • Employment Type: Project-based (6 months, subject to extension/absorption)
  • Work Schedule: Shifting Schedule (5 days a week - 2 days off)
  • Salary Offer: Php25,000

Interested Applicants can send their CV here:

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Job Type: Fixed term

Contract length: 6-12 months

Pay: Php25,000.00 per month

Ability to commute/relocate:

  • Quezon City: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

  • Any certifications such as ITIL, Comptia A+, Microsoft Certified: Modern Desktop Administrator, or relevant leadership certifications?
  • Are you willing to work on a project-based employment (6 month contract, subject to extension/absorption)?
  • Are you okay with the Shifting Schedule?

Education:

  • Bachelor's (Preferred)

Experience:

  • Team Lead (with customer service): 3 years (Preferred)
  • IT Support/Service Desk: 3 years (Required)

Work Location: In person

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