Level 1 Service Desk Support Specialist

2 hours ago

Ortigas Metro Manila, Philippines Satellite Office Full time ₱1,800,000 - ₱2,500,000 per year

LEVEL 1 SERVICE DESK SUPPORT SPECIALIST

Work for our global clients and immerse in our rich and diverse company culture where you can thrive, grow and just be aweSOme Apply now and discover the Satellite Office Candidate Experience – recognized as one of BEST among BPO companies worldwide.

WHAT IS A/AN LEVEL 1 SERVICE DESK SUPPORT SPECIALIST?

The Helpdesk Support is responsible for:

  • Ensuring that stores are supported with day to day POS, IT software and hardware, ensuring information, guidance and solutions are consistent with company policies and procedures.

WHAT WILL BE YOUR MAIN RESPONSIBILITIES?

A. Incident Management

  • Answer phone calls as a matter of priority
  • Provide advice and assistance regarding store operation and POS system including peripherals
  • Escalate tickets to appropriate level of IT support

CoHub Desktop Support
- POS Incident management

B. Documentation

  • Ensure the Manual and processes are kept up to date in line with upgrades

C. Training

  • Providing support & training to Retail Area Managers, Store Managers

D. Maintenance

  • Maintain stores and staff in POS

E. Testing

  • Conduct UAT for any new POS functionality, software release or peripheral changes

Key Competencies , Skills Qualifications & Experience

Competencies & Skills

  • Proficient knowledge of POS Systems
  • Excellent interpersonal and communication skills
  • Knowledge of service desk and SLAs
  • Ability to think laterally on all issues and take a proactive approach to resolve them

WHAT ARE WE LOOKING FOR?

  • Minimum 2 years commercial experience in an IT Helpdesk Support environment, desktop/PC information technology user services function.
  • Tertiary qualification in Information Technology
  • ITIL (optional)

Preferred Experience

  • Previous retail experience with store administration and POS System functionality
  • Developed POS system knowledge and general PC skills in Word and Excel
  • Experience creating POS Documentation & Procedures
  • Windows 11
  • Experience working within a ticketing system (FreshService) and a focus on meeting SLAs
  • Understanding of hardware and software architecture
  • Printer support including Zebra and Brother printers.

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