Support and Helpdesk Coordinator

5 hours ago

Quezon City, National Capital Region, Philippines Belly Rub Pet Services Full time ₱30,000 - ₱35,000 per year

Job Description:

  • Oversee helpdesk operations and monitor daily team activities to ensure efficient and effective support delivery
  • Regularly monitor and manage the helpdesk ticketing system to ensure timely resolution of incidents and service requests.
  • Guide helpdesk team on issue resolution and proper ticket documentation practices.
  • Track aging tickets and coordinate with the R&D team for resolution of complex issues beyond helpdesk capabilities, including those requiring onsite support.
  • Analyze aging and recurring tickets, conduct root cause analysis and present actionable recommendations to management and technical teams to implement long-term solutions and process improvements.
  • Conduct weekly helpdesk meetings to address client concerns, pending tickets and implement corrective and preventive actions as needed.
  • Coordinate directly to clients to manage escalated concerns that require higher-level support.
  • Monitor helpdesk email and Viber channels to ensure all client communications are handled promptly, professionally, and accurately.
  • Prepare and present monthly performance reports, highlighting unresolved or aging tickets and recommending actions for long-standing issues.
  • Ensure adherence to Service Level Agreements (SLAs) by monitoring ticket resolution times, response rates, and overall service performance to meet or exceed client expectations.

Field Support:

  • Coordinate and schedule field support engineers or technicians for the onsite implementation of newly deployed POS systems.

  • Supervise and provide guidance to field engineers during onsite support and implementation activities.

  • Organize and conduct training sessions for field engineers, as needed.

  • Ensure timely dispatch and resolution of onsite support activities in compliance with defined Service Level Agreements (SLAs).

Coordination & Communication:

  • Oversee PSD support activities related to POS staging and perform final unit inspection before deployment.

  • Coordinate with the administrative team to organize and confirm delivery schedules.

  • Coordinate with internal teams (Developers, FSE etc.) to resolve client issues efficiently.

Job Qualification:

  • Graduate of Bachelor's Degree in Information Technology, Computer Science, IT -related courses
  • With at least 1-2 years of experience in IT Support /Helpdesk role.
  • Experience with ticket management such as: OTRS JIRA, Zendesk or any similar ticketing platform is an advantage.
  • With hands-on experience with support services such as testing, commissioning, installation, implementation, and troubleshooting.
  • Knowledge in incident and problem management is an advantage.
  • Can work in a high-pressure environment and can handle multiple projects and implementation.
  • Well-oriented in all facets of customer care services and has the ability to work well with the people inside and outside the organization.
  • With good communication skills.
  • Excellent organizational skills

Job Type: Full-time

Pay: Php30, Php35,000.00 per month

Benefits:

  • Health insurance
  • Life insurance
  • On-site parking
  • Opportunities for promotion
  • Paid training
  • Pay raise
  • Promotion to permanent employee

Work Location: In person

  • Helpdesk Lead Coordinator

    5 days ago

    Quezon City, National Capital Region, Philippines JIMAC INC. Full time ₱104,000 - ₱130,878 per year

    The Helpdesk Lead Coordinator is responsible in providing end-user the support and information related to company's process, products and services. Handles ticket management and conducts monitoring of status and updates. Directly coordinate with other Product Support Specialist, Developer, Third-party Helpdesk, and internal and external Field System Engineer...

  • Helpdesk Support

    7 days ago

    Quezon City, National Capital Region, Philippines Belly Rub Pet Services Full time ₱25,000 - ₱130,878 per year

    QualificationsGraduated of Information Technology or any related courseWith at least 1 year experience in helpdesk or technical supportWith experience in ticketing management as well as the root cause analysisAbility to diagnose and resolve technical issuesCan work in high-pressue environmentJob Type: Full-timePay: From Php25,000.00 per monthBenefits:Health...

  • Helpdesk

    7 days ago

    Quezon City, National Capital Region, Philippines Metropolitan Medical Center College of Arts, Science and Technology Full time ₱180,000 - ₱190,000 per year

    The Helpdesk is responsible for providing assistance and support to employees or clients who are experiencing issues with the services. This role ensures inquiries and concerns are addressed promptly, courteously, and effectively.RESPONSIBILITIES:Respond to help requests via phone, email, or in personRecord and track issues, concerns, or requests using a log...

  • Helpdesk Support

    2 weeks ago

    Quezon City, National Capital Region, Philippines DynamIQ Enterprise Solution Inc. Full time

    OverviewJoin to apply for the Helpdesk Support role at DynamIQ Enterprise Solution Inc..ResponsibilitiesProvide technical support to SAP Business One users via phone, email, or ticketing system.Analyze and diagnose user-reported SAP Business One implementation, configuration, and functionality issues.Troubleshoot and resolve technical problems, including...

  • Helpdesk Team Lead

    3 days ago

    Quezon City, National Capital Region, Philippines Infoworx Inc. Full time $104,000 - $130,878 per year

    About the role Actionlabs is seeking a Helpdesk Team Lead to join our dynamic IT support team. As the Helpdesk Team Lead, you will play a pivotal role in ensuring the smooth operation and efficient delivery of IT services to our valued clients. This is a full-time, on-site position located in Cubao, Quezon City, Metro Manila.What you'll be doingOversee and...

  • Helpdesk Support

    7 days ago

    Makati City, National Capital Region, Philippines NEW CANAAN INSURANCE AGENCY Full time ₱20,000 - ₱23,000 per year

    Position Title: Helpdesk SupportLocation: Makati CityJob Summary:The Helpdesk Support is primarily responsible for providing exceptional customer service and technical support to clients by addressing queries, concerns, and requests related to Property & Casualty (P&C) insurance products. The role ensures smooth and efficient servicing of policies,...

  • IT Helpdesk Support

    7 days ago

    Makati City, National Capital Region, Philippines IS PROFESSIONAL SERVICES OPC Full time $104,000 - $130,878 per year

    Responsibilities:Provide 1st& 2nd Level IT support to stores and support groups via phone and in person.POS software and hardware, EFTPOS, Mobile/PDA devices, LAN networks, PABX, IP-based phone systems, Printer Fleet and more.Maintain issues via call logging system and ensure it is complete and up to date. Support other IT teams with new projects as...

  • Helpdesk Support Specialist

    1 week ago

    Makati City, National Capital Region, Philippines TransPerfect Full time

    Helpdesk Support Specialist page is loadedHelpdesk Support SpecialistApply locations INTL-Makati time type Full time posted on Posted 11 Days Ago job requisition id R TransPerfect Is More Than Just a Job…Our greatest asset is our people, and nothing is more important to us than ensuring that everyone knows that. Each of our 100+ offices has its own...

  • IT Helpdesk Officer

    5 days ago

    Makati City, National Capital Region, Philippines Torre Lorenzo Development Corporation Full time ₱104,000 - ₱130,878 per year

    The IT Helpdesk Officer is responsible for providing first-level technical support and assistance to employees, ensuring that all IT-related issues, requests, and inquiries are addressed in a timely and efficient manner. This role involves troubleshooting, system maintenance, and the management of IT resources to support the company's operations.Handle and...

  • L2 IT Helpdesk

    7 days ago

    Quezon City, National Capital Region, Philippines ConnectOS Full time ₱768,000 per year

    Join to apply for the L2 IT Helpdesk (AU IT, WFH) role at ConnectOSJoin to apply for the L2 IT Helpdesk (AU IT, WFH) role at ConnectOSDescriptionSalary: P60,000 to P80,000 (Monthly Package)Schedule: Monday-Friday (05:30 AM - 04:00 PM PHT)What are we looking for?Experience in handling Managed Services Provider (MSP)At least 5-7 years and proven experience as...