Agent - Service Desk I

16 hours ago

Manila, National Capital Region, Philippines Okada Manila Full time ₱300,000 - ₱600,000 per year

I. MAJOR RESPONSIBILITIES AND DUTIES

  • Acts as the first line of response to requests for various hardware, software, peripheral, and networking technical assistance; escalate more complex problems to appropriate teams.
  • Monitors and respond quickly and effectively to requests received through the IT helpdesk.
  • Provides technical assistance and support for incoming concerns and issues related to systems, software and hardware
  • Collects feedback to determine patterns and issues such that they can be resolved or FAQs can be provided to customer to ease in troubleshooting
  • Installs, upgrades, configures, and troubleshoots computing and communication devices and peripherals
  • Coordinates hardware and software purchases
  • Performs, schedules, and monitors system alerts, work queues, backups, and recovery activities.
  • Liaises between client/customers/vendors to resolve user issues.

II. JOB SPECIFICATIONS

Educational Requirement

  • Degree in IT/Computer Science/Info Sec or any IT related Course
  • ITIL Certification V3 is an advantage

Experience Requirements

  • 2+ years of IT Service Desk/Helpdesk support experience.
  • Gaming, Hotel & Shared Services application experience is a plus but not required
  • Prior experience providing technical support in a Help Desk or Desktop support environment.
  • Experience with incident based ticketing systems
  • Understanding network topology and network infrastructure is an advantage
  • Microsoft windows active directory management and support is a plus but not required
  • Previous experience using ITSM tool is an advantage

Leadership Skills

  • Able to analyze, prioritize and solve problems in a service driven organization
  • A strong teamwork attitude with initiative and motivational skills accompanied with prior experience in a support service role is required

Technical Skills

  • Demonstrated technical skills with a strong history of large Casino & Resort operations & relevant applications. Good knowledge of interactions/integration and technical troubleshooting with various desktop/endpoint, printer, scanners, POS, etc.
  • Desktop configuration and deployment
  • Active directory support

Other Qualifications

  • Excellent Verbal and written communication and interpersonal skills at all levels
  • Displays willingness to work effectively in a team
  • Desires to achieve high level personal & team goals
  • Ability to express and communicate ideas and information effectively
  • Punctuality and reliability

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