Associate Helpdesk Analyst

2 weeks ago

Mandaluyong City, National Capital Region, Philippines Q2 HR Solutions Inc. Full time ₱200,000 - ₱250,000 per year

The Associate Helpdesk Analyst serves as a central point of contact for IT support, ensuring business continuity by resolving incidents and service requests in a timely manner. The role involves safeguarding IT security, maintaining SLA compliance, and delivering excellent customer service to users globally.

Key Responsibilities:

  • Respond to calls, emails, and personal requests professionally.
  • Troubleshoot and resolve issues within the GSS IT Helpdesk scope.
  • Escalate out-of-scope issues to appropriate resolver groups.
  • Identify and escalate critical system/network issues to senior support.
  • Stay updated with support scope and responsibilities.
  • Follow and execute processes based on work instructions and documentation.
  • Report outdated documentation to senior staff.
  • Participate in system testing, UAT, and implementation activities.
  • Ensure compliance with SLAs and SOPs.

Key Performance Indicators:

  • Timely resolution of tickets with all underlying issues addressed.
  • Meet or exceed attendance and reliability targets.
  • Achieve customer satisfaction survey targets.
  • Maintain complete and concise documentation.

Qualifications:

  • Bachelor's/College Degree in a related field (preferred but not required).
  • Strong communication skills (phone and email).
  • Customer service-oriented with prior helpdesk experience.
  • Excellent ticket and time management skills.
  • Detail-oriented with strong problem-solving abilities.
  • Proficient in Active Directory, MS Outlook, and Office 365.
  • Able to troubleshoot general applications (Office suite, OS, VPN, IE).
  • Capable of working independently.
  • Familiarity with SLAs and KPIs.
  • Goal-oriented, self-motivated, and a team player.
  • Willing to work on a 24x7 shifting schedule including weekends and holidays.

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