User Support Specialist

Position Summary:

As an IT Helpdesk Support, you will be the first point of contact for our clinets, providing technical support and assistance with their IT-related issues in the company. 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:

• Exceptional communication skills, both verbal and written.
• Ability to communicate with various leaders within IT and across all of the hospital environment.
• Leadership experience with the ability to inspire and motivate a team.
• Analytical mindset with the ability to analyze data and identify areas for improvement.
• Strong problem-solving skills with the ability to handle complex technical issues.
• Strong technical knowledge of operating systems (Windows, macOS, Linux), hardware components, software applications, and IT infrastructure.
• Proven experience in a service desk or IT support role, with a track record of progressively increasing responsibilities.
• Experience with ITSM tools, remote support software, and ticketing systems.
• Certifications such as ITIL, CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or relevant leadership certifications are advantageous.
• At least 3 years of team lead with customer service experience

Other Details:

• Employment Type: Project-based (6 months, subject to extension/absorption)
• Work Schedule: Shifting Schedule (5 days a week - 2 days off)
• Salary Offer: Php25,000

Job Type: Fixed term

Contract length: 6-12 months

Pay: Php25,000.00 per month

Ability to commute/relocate:

• Quezon City: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Any certifications such as ITIL, Comptia A+, Microsoft Certified: Modern Desktop Administrator, or relevant leadership certifications?
• Are you willing to work on a project-based employment (6 month contract, subject to extension/absorption)?

Education:

• Bachelor's (Preferred)

Experience:

• Team Lead (with customer service): 3 years (Preferred)
• IT Support/Service Desk: 3 years (Required)

Work Location: In person