Service Desk

2 hours ago

Ayala Alabang, National Capital Region, Philippines Uptitude Training Corporation Full time $1,000 - $3,000 per year

a. Education

  • Bachelor's degree in Computer Science, Computer Engineering, Information Technology, or any related field.

b. Experience

  • At least 1 year of experience in IT Help Desk operations, including problem tracking, phone/voicemail support, and end-user assistance.
  • Exposure to technical setup, configuration, and maintenance of applications, network environments, and software tools (an advantage).
  • Experience in dealing with and effectively communicating with end customers.

c. Skills

  • Fluency in both German and English (required).
  • Strong organizational and task-prioritization skills.
  • Excellent interpersonal, customer service, and team collaboration abilities.
  • Ability to understand technical/system information and explain it in simplified terms to non-technical users.
  • Strong verbal and written communication skills.
  • Ability to manage, prioritize, and schedule work assignments effectively.
  • Proficiency in Windows-based computer operations.
  • Knowledgeable in MS Office, SQL databases, and Windows operating systems.
  • Ability to speak Thai or Portuguese is a plus.

d. Desirable Traits

  • Honest, professional, and demonstrates high integrity.
  • Resourceful, self-motivated, persevering, and patient.
  • Strong attention to detail.
  • Sense of urgency and strong commitment to deadlines.
  • Team-oriented, practical, and logical thinker.
  • Hard-working and able to work under pressure with minimal supervision.
  • Willing to work extended hours when required.

e. Work Hours & Working Conditions

  • Willing to work 24x7 shifting schedules to support global operations.
  • Workload may vary; extended hours may be required based on business needs.

Job DescriptionKey Result Areas / Job Responsibilities1. Help Desk Support

  • Install, configure, and troubleshoot Microsoft Office applications and Windows/Mac operating systems (Windows 98/XP/2000/7/Mac).
  • Install and troubleshoot common Windows-based applications such as antivirus software, MS Project, Acrobat Reader, and web browsers.
  • Perform basic troubleshooting of PC hardware issues and network connectivity.
  • Provide prompt, courteous support to customers via phone, email, remote access tools, or onsite assistance.
  • Utilize internal knowledge bases and research tools; coordinate with other Help Desk Specialists and IT teams to resolve issues efficiently.
  • Follow defined Standard Operating Procedures (SOPs) and adhere to Service Level Agreements (SLAs).

2. Administrative

  • Ensure timely and accurate closure of resolved tickets.
  • Maintain and update daily monitoring reports and other service deliverables.
  • Prepare and submit required reports accurately and within deadlines.

3. Teamwork

  • Maintain a flexible schedule to support 24x7 operations.
  • Ensure proper and timely turnover of ongoing tasks to the next shift.

4. Learning and Development

  • Continuously enhance knowledge of business processes and IT-related topics.
  • Stay updated on emerging technologies, system updates, common issues, and relevant enhancements.

Job Type: Full-time

Benefits:

  • Opportunities for promotion
  • Paid training
  • Promotion to permanent employee

Work Location: In person

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