IT Helpdesk/Technical Support

2 days ago

Manila, National Capital Region, Philippines HGS Offshore Staffing Solutions Full time ₱250,000 - ₱600,000 per year
Purpose

The Level 1 (L1) Helpdesk provides frontline support for Forsite's customers and internal users. The role covers ticket triage, SOP-based troubleshooting, knowledge base guidance, and basic data analysis and reporting. L1 ensures quick resolution of common issues, smooth escalation for complex cases, and clear communication throughout.

Scope of Responsibilities
Incident Management
  • Serve as the first point of contact for all inbound tickets (Freshdesk, Jira, Slack, email, chat, phone).
  • Triage and categorise incidents.

  • Follow SOPs and knowledge base guidance to resolve issues such as:

  • Wearable lights troubleshooting

  • Charging or pairing checks
  • Dashboard login and access issues
  • Basic configuration and onboarding questions
  • Maintain accurate ticket hygiene in Freshdesk/Jira.
  • Keep customers updated until resolution or escalation.
  • Use remote management tools to support customers.
  • Probe customers for feature requests or system improvements and log accordingly.
Data Analysis and Reporting
  • Review tickets and system alerts daily.
  • Capture and flag recurring patterns (e.g., anomalies in vehicle speed caused by radar reflections).
  • Identify anomalies in data CSV exports and log findings.
  • Review dashboards for anomalies and escalate as required.
  • Create graphs and tables from CSV data exports.
  • Provide weekly sample reports showing volumes, error categories, and key trends.
  • Share findings with L2/L3 and Ops teams for product improvement.
Deployment Reviews and Issue Capture
  • Check recent deployments of wearables, base stations, and dashboard features.
  • Log anomalies or issues (including screenshots/logs) into the ticketing system.
  • Provide deployment review summaries to support early detection and resolution.
Tools and Systems
  • Ticketing Platforms: Freshdesk, Jira
  • Communication: Slack, email, phone
  • Knowledge Management: Confluence, Google Drive, Forsite Knowledge Base
  • Reporting: Excel/BI templates for weekly and monthly outputs

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