Service Desk Support L1

4 days ago

Taguig, National Capital Region, Philippines Valor Global Full time ₱300,000 - ₱450,000 per year

Job Description

Key Responsibilities and Accountabilities

  • Provide support to all Valor Global PH internal staff for all desktop, laptop, other device, OS and application issues via call, chat or email.
  • Build rapport and elicit problem details from users.
  • Apply diagnostic utilities to aid in troubleshooting.
  • Perform on-boarding and off-boarding process.
  • Identify and learn appropriate software and hardware used and supported by the organization.
  • Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
  • Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
  • Train and collaborate with other team members
  • Ensure all incidents, issues and changes are recorded.
  • Undertake other tasks as assigned by supervisor and management
  • Provide support for all IT related projects.

Skills, knowledge, qualifications required for job Technology Skills

  • Microsoft Windows Server 2012 / 2016 administration
  • Microsoft Windows 7 though to Win 10 installation and troubleshooting
  • Microsoft Office / Office 365 / Windows 365 installation and troubleshooting
  • Cisco IP Telephony / VOIP
  • Account specific application installation and troubleshooting
  • Microsoft Outlook installation, administration, and troubleshooting
  • Basic network troubleshooting using ping, tracert and other command
  • Printer troubleshooting and management.
  • Remote access.
  • 3-5 years of experience in a technical support or help desk role.

Soft skills

  • Team player
  • Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
  • Exceptional written and oral communication skills.
  • Ability to deal professionally with users.
  • Ability to communicate technical information to nontechnical users
  • Outstanding troubleshooting skills
  • Good time-management skills
  • Ability to multi-task
  • Strong documentation skills.
  • Proven analytical and problem-solving abilities.
  • Highly self-motivated and directed.
  • Keen attention to detail.
  • Ability to work on own initiative and without constant supervision.

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