IT Service Desk Representative

16 hours ago

Pasig, National Capital Region, Philippines Insight Full time ₱400,000 - ₱600,000 per year

The
Service Desk Representative
is responsible for support of all desktop hardware, software and telecommunications equipment. As a Service Desk Representative you are the front line in support of Insight Customers. In this role, you will respond to customer inquiries in person, via phone, email, and chat. Associates must possess strong verbal and written communication skills.

  • Work Setup:
    Hybrid Setup (1x a week) | Robinsons CyberOmega, Ortigas, Pasig.
  • Schedule:
    Monday to Friday | Night Schedule (20% Night Differential)

As a Service Desk Representative, You Will Get To:

  • Effectively manage issues through multiple forms of inbound requests including in person, queue calls (phone), e-mails, Chat, web forms, or client tracking/ticketing databases.
  • Respond to all Customer requests in timely and professional manner.
  • Instruct end users in the appropriate use of equipment, software, and/or reference materials.
  • Assist with all aspects of technical support, including on-site visits as needed.
  • Data entry (management of data) -accurately prioritize, categorize, track and log calls, tickets, chats, etc. following client or internal tracking protocols.
  • Troubleshoot and resolve issues related to hardware/software, password resets, Microsoft operating systems, security, desktop applications, and peripherals.

What We're Looking For

  • Two-year associate degree (field related) or equivalent experience required.
  • Must have a minimum of one year helpdesk experience in a corporate environment, two years preferred.
  • Must have a comprehensive knowledge of computer hardware/software concepts.
  • This position requires extensive working knowledge of hardware/software concepts, including Microsoft products and network/account management tools.
  • Must be able to diagnose and resolve moderately complex system hardware, software, network, and operator issues.

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