IT Administration and Service Desk Specialist

18 hours ago

Pasay, National Capital Region, Philippines Hellmann Shared Service Center Inc. Full time ₱1,200,000 - ₱2,400,000 per year

About the Position:

Join Hellmann's dynamic Information Technology (IT) Admin and Service Desk Team We are seeking a creative and technically skilled IT Administration and Service Desk Specialist to support our Asia Pacific organization. Your role will be crucial in ensuring that end users can access and utilize the hardware and software they need to perform their work efficiently.

Key Responsibilities:

  • Customer-Centric Support: Prioritize and focus on customer needs and requirements.
  • First-Level Support: Serve as the initial point of contact for Asia Pacific end users.
  • Query Management: Handle incoming queries and requests from end users via email, chat, or phone.
  • Problem Assessment: Take detailed notes of user issues, determine steps for resolution, and ask questions to understand the full scope of the problem.
  • Quick Solutions: Define and implement solutions to resolve issues promptly, minimizing the need for further IT department intervention.
  • Guided Assistance: Walk users through steps to resolve issues independently.
  • Collaboration: Engage and support other IT department professionals to minimize disruptions and resolve issues swiftly.
  • Request Prioritization: Manage the flow of incoming support requests, prioritize, and resolve them accordingly.
  • Record Maintenance: Maintain detailed records of user problems with software and hardware. Provide IT departments with data on recurring issues.
  • Preventive Solutions: Recommend solutions based on historical data to prevent recurring issues.
  • IT Admin Support: Assist with related IT administrative tasks, including troubleshooting.
  • System Monitoring: Regularly monitor IT systems to ensure optimal performance and identify potential issues before they escalate.
  • Software Updates: Manage and deploy software updates and patches to ensure systems are up-to-date and secure.
  • Inventory Management: Maintain an inventory of IT assets, ensuring proper tracking and management of hardware and software resources.

Skills and Competencies:

  • Communication & Customer Service: Excellent communication and customer service skills.
  • Critical Environment Experience: Strong background in working in a critical real-time production environment.
  • Problem Diagnosis: Ability to diagnose problems in a complex environment and provide effective solutions quickly.
  • Self-Motivation: Self-motivated with the ability to work on own initiative in a high-pressure environment.
  • Proactive Attitude: A proactive approach to tasks and challenges.
  • Flexible Availability: Willingness to work variable shifts, including mornings, evenings, weekends, and public holidays.

Educational Background / Work Experience:

  • Qualifications: Diploma or higher in an IT-related field.
  • Experience: Minimum of 3 years of experience in providing IT services. Experience in IT front-line user support is preferred.
  • International Experience: Experience working in an international environment is beneficial.

Language Skills:

  • English Proficiency: Fluent in English (written and spoken).
  • Additional Languages: Other languages (written and spoken) are beneficial but not required.

Computer Literacy:

  • Software Proficiency: Proficient in Microsoft Office 365 products.
  • Operating Systems: Familiarity with Windows operating systems.
  • Troubleshooting: Strong IT admin troubleshooting skills.
  • Network Systems: Knowledge of IT network systems.

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