IT Helpdesk Support

1 day ago

Taguig, National Capital Region, Philippines Systemantech Full time ₱16,000 - ₱192,000 per year

IT Helpdesk Support

Position Summary

As an IT Helpdesk Support, you will be the first point of contact for our clients, providing technical support and assistance with their IT-related issues in St. Luke's. Your primary responsibility will be to ensure our clients have a seamless and efficient experience while resolving their IT problems. This role plays a crucial part in maintaining customer satisfaction and the overall success of our organization.

Key Responsibilities

  • First-line Support: Receive and respond to incoming technical support requests through various communication channels, including phone, email, and chat.
  • Issue Triage: Accurately assess and categorize technical issues, prioritize them based on urgency, and escalate more complex problems to appropriate teams or SMEs.
  • Problem Resolution: Provide prompt and effective solutions to common technical problems included in the runbook/troubleshooting guides.
  • Documentation: Maintain detailed and accurate records of all customer interactions, issues, and solutions in a ticketing system.
  • Knowledge Sharing: Contribute to the knowledge base by documenting solutions to common problems and sharing insights with the team to improve overall support efficiency.
  • Client Education: Offer guidance and assistance to clients for basic troubleshooting and self-help solutions.
  • Remote Assistance: Utilize remote desktop tools to access and troubleshoot clients' computers, servers, and devices.
  • Customer Service: Provide excellent customer service by addressing client inquiries professionally and courteously, managing expectations, and ensuring client satisfaction.
  • Incident Management: Manage and track incidents and service requests to meet defined service level agreements (SLAs).
  • Continuous Improvement: Stay up-to-date with industry trends and technologies, and actively seek opportunities for process improvement within the service desk.

Qualifications

  • Basic knowledge of commonly used operating systems, software applications, and hardware components.
  • Excellent problem-solving and communication skills.
  • Customer-oriented with a commitment to delivering exceptional service.
  • Ability to work well under pressure and in a fast-paced environment.
  • IT certifications are advantageous.
  • Experience with remote support tools and ticketing systems is a plus.
  • Fresh graduates are welcome to apply

Job Types: Full-time, Fresh graduate

Pay: Up to Php16,000.00 per month

Benefits:

  • Company events
  • Health insurance
  • Opportunities for promotion
  • Paid training
  • Promotion to permanent employee

Application Question(s):

  • Experience with remote support tools and ticketing systems is a plus

  • Provide your VIBER for communication.

Education:

  • Bachelor's (Required)

Work Location: In person

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