IT Helpdesk

• Full-Time Position
• Schedule: Mid Shift/Shifting
• Work Setup: Onsite (Ortigas, Pasig City)

JOB OVERVIEW

Client Response Services (CRS) is the internal technical support team. Some of the key responsibilities of a CRS Helpdesk Agent include:

• Address end user queries and issues via phone, e-mail and chat support.
• Provide world class quality of service to end users throughout the resolution process.
• Engage engineering teams and product owners to assist with troubleshooting as needed.
• Perform 'cradle to grave' ownership of all issues reported to the helpdesk by providing timely updates to end users and by constantly following up with escalation teams until the issue is resolved.
• Demonstrate excellent ticket hygiene by selecting appropriate product categories, keeping detailed ticket notes, managing ticket backlog, etc.
• Maintain effective documentation by regularly reviewing and updating knowledgebase content.
• Take a proactive approach in analyzing current practices to identify areas for improvement and make suggestions for more efficient and strategic solutions.
• Be willing to learn and develop subject matter expertise in the systems and products we support, such as Messaging (Exchange, Lync, Proofpoint), SharePoint, Mac, Unix, Voice, Mobile and others.

Qualifications

• At least 1 year of hands-on experience providing IT support for end-users
• Knowledge with installing, configuring, and troubleshooting desktops, laptops, and peripherals.
• Experienced with ticketing systems, remote support tools, and basic IT documentation.
• With the ability to assist users in both English and Mandarin.

Job Types: Full-time, Permanent

Pay: Up to Php90,000.00 per month

Benefits:

• Company events
• Gym membership
• Health insurance
• Opportunities for promotion

Experience:

• TSR/IT Helpdesk: 1 year (Required)

Language:

• Mandarin (Required)

Work Location: In person