IT Service Desk Consultant

A Little About Us

Höegh Autoliners is a global player in Ro/Ro deep sea transportation services and operates the greenest fleet in this segment. The company owns and operates approx. 40 Pure Car and Truck Carriers (PCTCs) in global trade systems, making around 3 000 port calls yearly. Managed from a worldwide network of around 16 offices, our main customers are major manufacturers of new cars, heavy machinery and other rolling stock. We are working towards a goal of zero emissions by 2040 and have an exciting roadmap to achieve this.

A Lot About You

You are a skilled IT professional who is passionate about resolving issues with computer hardware or software. You are keen to respond to user inquiries, assess problems and issues with IT equipment and applications, and with an excellent background in Microsoft Office 365. You thrive in working with a team of smart, and talented IT professionals. You can both take and give constructive feedback and enjoy active team discussions. You are proactive and you possess strong customer orientation skills. This is a good opportunity for you to be deeply exposed in a global shipping company.

You will be working in our Manila office and you will report directly to the IT Support Manager.

Main responsibilities

Service Desk

• Create a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude
• Ensure customer satisfaction through professional, timely and high quality IT support, and that service is executed in accordance with established SLA's – KPI's and business requirements
• Analyse and resolve incidents and requests regarding use of application, software or hardware. Document resolutions and update self-help and knowledge bases
• Workplace support towards end users. This includes, but is not limited to PC support, client and server software, printers, mobile phones and collaboration systems
• Office support which includes meeting room equipment, network printers and telephony
• Resolve requests on first contact, or perform all service requests as requested by end users following the established policies and procedures for each of them
• Maintain and protect confidentiality with regards to all aspects of employee information
• Perform other lawful functions/duties as assigned
• Demonstrate ability to learn customer support processes and techniques

Advantage to have Office 365 Administration

• Administration, support and configuration of MS Office O365
• Troubleshoot Exchange related issues when alerted by monitoring software
• Maintenance/sustainment of existing client SharePoint sites and sub sites, lists, libraries, and content (including pages, workflows, and items)
• Maintenance, and sustainment of additional complementary functionality for customer sub sites, lists, libraries, and content
• Administer and support an enterprise-level email infrastructure

Minimum Qualifications

• Degree in Computer Science studies, Information Technology, and/or vast experience within the field of IT Service Management
• Proven professional experience and a detailed knowledge of industry's best practice processes (ITIL)
• Strong analytical and problem solving skills
• Competency in MS Office Suite and other office productivity tools and applications
• Proficiency in using ticketing systems (e.g., ServiceNow) to track and manage support requests
• Have a good understanding of hardware and network infrastructure
• Help desk experience and ability to provide technical and end-user support
• High level of integrity
• Excellent communication skills in an international environment

Nice To Have

• Knowledge and experience in Microsoft Office 365 Administration, is an added advantage.
• Proficiency in using support software tools
• Experience and knowledge of the shipping industry

We believe that building and sustaining a diverse and inclusive environment for working and learning leads to a better workplace, better ideas and more inspiring conversations.