IT Helpdesk

What can you expect in an IT Help Desk role with TaskUs:

Think of yourself as someone who will act as a single point of contact via phone call, email, chat and tickets from staff regarding IT issues and queries, and provide first-line investigation and diagnosis. We make sure we get the best of the best, after all, we are a ridiculously good company so we make sure our employees are top notch. So come on, now we need your full concentration because it's time to imagine what it's like being an IT Helpdesk.

Imagine yourself going to work with one thing on your mind: that you want to demonstrate positive customer service orientation resulting in high customer satisfaction ratings. As you tackle your new tasks for the day, you know that it comes down to one thing: that you must ensure a quality service in accordance with departmental standards and guidelines.

Key Responsibilities:

• Provide 24/7 first level of support for all IT-related issues.
• Monitor and manage phone, email, chat and ticket queue.
• Receive, log, validate and diagnose issues/requests – on the full range of products and services offered, applying agreed SLAs leveraging standard tools, platforms, and processes.
• Escalate tickets that cannot be resolved to appropriate support functions following agreed SLAs.
• Manage communication with users and stakeholders – keeping them informed of incident progress, notifying them of impending changes or agreed outages, etc.
• Assist with incident management, focused on establishing immediate communication between Incident Manager and end-users in gathering relevant details.
• Document new processes into knowledge base articles.
• Other duties as needed or required.

Required Qualifications:

• Fresh graduates are welcome to apply however we prefer at least 1 year of Helpdesk and/or call center experience.
• Confident in English writing and oral communication skills to all audiences.
• Extremely organized and has an excellent ability to communicate and solve problems.
• Ability to work in a fast-paced environment with dynamic priority evolution.
• Excellent customer service with a strong sense of urgency.
• Has a can-do attitude and strong attention to detail.
• Willing to work on a rotational shifting schedule.
• Skilled in utilizing ITSM ticketing systems and Network Management Tools is a plus.

Education / Certifications:

• Bachelor's Degree in Computer Science, Computer Engineering, Engineering Communications and/or equivalent experience.
• ITIL qualification and MCP certification are also preferable but not required

Work Location / Work Schedule / Travel:

• Imus, Cavite office only
• 100% onsite work setup
• Shifting Schedule