IT Helpdesk Support

1 week ago

Clark Freeport Zone Pampanga, Philippines Technology Elite, Inc. Full time

We will reach out to you via the email address provided in your resume should you qualify for the next steps of your application.

Work Arrangement: ONSITE in Clark Office

Shift Schedule: Friday-Tuesday (weekend coverage is crucial), 10:00 AM-7:00 PM PHT

You will help the delivery of the POS implementation projects using our existing project management solution. You will provide customer and internal updates as well as assigning tasks to both.

You will act as personal cheerleaders for the business explaining to customers why you can meet their specific needs. This positive reputation will not only keep your customers satisfied, but it will also encourage them to refer their network.

Assist with the Onboard of new customers. Onboarding is one of the biggest priorities for your role. Onboarding should focus on features they need to learn, based on the projects they aim to complete. This way, they can get up to speed as fast as possible and be one step closer to achieving their goals. This will include database management/cleansing and importing into the new software.

Encourage upsells and cross-sells to help increase a customer's lifetime value.

About the Job

This is a client‑facing role.

You will be responsible for providing overall IT Helpdesk Support to clients, including answering phone calls and assisting with various desktop‑related issues. Reporting to the Service Desk Manager, your role is an integral part of delivering quality service to their customers.

Required Technical Knowledge:

Windows 7, 8 & 10, Microsoft O365, Microsoft Office

Sample Tasks:

- Answer support calls

- Respond to online tickets

- Enter and update information in the ticketing system

- Follow up with customers to ensure satisfaction upon completion

- Collaborate with the team to achieve service goals

- Provide technical MSP support

- Perform staging and remote installation of IT equipment

- Update and develop playbook documentation

- Generate reports from the ticketing system for customers

- Assist in creating customer‑facing content such as documentation and videos

Your Qualification

Must have:

  • Great Verbal and Written English skills
  • Customer service experience
  • IT Helpdesk experience
  • Proficient in Microsoft Applications

Nice to have:

  • Ticketing experience is a plus
  • An understanding of PSA software preferable Autotask/Datto
  • Retail Experience and understanding of Point of Sales systems would be advantageous
Job Offer
  • Up to 1-month FREE Accommodation for those relocating to Pampanga *
  • 21 Days Paid Time Off (PTO) Annually + 1 Additional PTO per successful year of tenure (up to five (5) years)
  • HMO coverage for employee +1 FREE dependent on the first day of employment
  • +1 additional FREE dependent per successful year of tenure (up to five (5) years)
  • Tenure Incentive Program*
  • FREE daily meal
  • Referral Bonus of up to Php20,000.00*
  • ALL government mandated benefits

*Terms and conditions apply

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