Helpdesk Lead Coordinator

21 hours ago

Quezon City, National Capital Region, Philippines JIMAC INC. Full time ₱104,000 - ₱130,878 per year

The Helpdesk Lead Coordinator is responsible in providing end-user the support and information related to company's process, products and services. Handles ticket management and conducts monitoring of status and updates. Directly coordinate with other Product Support Specialist, Developer, Third-party Helpdesk, and internal and external Field System Engineer (FSE) with regards to providing client support.

Duties and Responsibilities:

  • Ticket Management: Perform run-through on all tickets twice daily (Start and End of Day).
  • Monitor and respond quickly to incoming requests related to system issues.
  • Monitor all status update of reported tickets.
  • Empower first level support to resolve issues on first call basis.
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions.
  • Evaluate and classify issues for escalation to appropriate support person.
  • Enforce ticket closure and resolution within given SLA's (Service Level Agreement).
  • Provide customer support and assistance to customer inquiries regarding the products and services when deem necessary.
  • Perform staging, implementation and onsite support when deem necessary.
  • Manage the Third-party Helpdesk and Field System Engineer and provide coaching when necessary.

Qualifications

  • Graduate of Bachelor's Degree in Computer Science, Business Administration and any Business-related courses.
  • With proven experience related to helpdesk, technical support and customer support services.
  • Preferably with hands-on experience handling software-related issues.
  • Experience with ticket management and OTRS or any similar ticketing platform is an advantage.
  • With proven skills handling incident and problem management as well as root cause analysis.
  • With proven interpersonal skills and communication skills.
  • Possess strong working knowledge with computer systems, software and hardware.
  • Ability to diagnose and resolve technical issues.
  • Can work in a high-pressure environment.
  • Advance problem-solving, analytical, and team-working skills.
  • Customer-oriented and patient.
  • Ability to work well with people.
  • Willing to work full time onsite (Company located at Quezon Avenue)

Job Type: Full-time

Benefits:

  • Additional leave
  • Company Christmas gift
  • Company events
  • Free parking
  • Health insurance
  • Opportunities for promotion
  • Promotion to permanent employee

Ability to commute/relocate:

  • Quezon City: Reliably commute or planning to relocate before starting work (Required)

  • L2 IT Helpdesk

    3 days ago

    Quezon City, National Capital Region, Philippines ConnectOS Full time ₱768,000 per year

    Join to apply for the L2 IT Helpdesk (AU IT, WFH) role at ConnectOSJoin to apply for the L2 IT Helpdesk (AU IT, WFH) role at ConnectOSDescriptionSalary: P60,000 to P80,000 (Monthly Package)Schedule: Monday-Friday (05:30 AM - 04:00 PM PHT)What are we looking for?Experience in handling Managed Services Provider (MSP)At least 5-7 years and proven experience as...

  • xtn-e4a7371 | technical helpdesk manager

    3 days ago

    Quezon City, National Capital Region, Philippines Kmc Solutions Inc Full time $60,000 - $80,000 per year

    About the job XTN-E4A7371 | TECHNICAL HELPDESK MANAGER The Helpdesk Manager will be responsible for managing the day-to-day operations of the helpdesk team, ensuring efficient and effective resolution of technical issues, and maintaining a high level of customer satisfaction. The ideal candidate will have strong technical knowledge, excellent leadership...

  • Helpdesk Analyst

    6 days ago

    Mandaluyong City, National Capital Region, Philippines Surbana Consultants Pte Ltd – Kingdom of Saudi Arabia (KSA) branch Full time

    Primary Purpose of Position- Acting as the team's Officer-in-Charge in the absence of the Senior Analyst and Helpdesk Team Lead.- Provide quality front line application support to the SJgroup business for extended operating hours.- Relieve the workload of corporate resources and improve their capabilities to deliver better results to the business.Key...

  • IT Helpdesk Officer

    21 hours ago

    Makati City, National Capital Region, Philippines Torre Lorenzo Development Corporation Full time ₱104,000 - ₱130,878 per year

    The IT Helpdesk Officer is responsible for providing first-level technical support and assistance to employees, ensuring that all IT-related issues, requests, and inquiries are addressed in a timely and efficient manner. This role involves troubleshooting, system maintenance, and the management of IT resources to support the company's operations.Handle and...

  • Helpdesk Supervisor

    3 days ago

    Makati City, National Capital Region, Philippines Consistent Frozen Solutions Full time ₱400,000 - ₱500,000 per year

    The Helpdesk Supervisor is responsible for managing frontline IT support operations while actively providing hands-on technical assistance across all IT domains, including servers, user access, network infrastructure, CCTV, and enterprise applications such as NetSuite.This role oversees the resolution of IT incidents and service requests, ensuring adherence...

  • Helpdesk Support

    3 days ago

    Makati City, National Capital Region, Philippines NEW CANAAN INSURANCE AGENCY Full time ₱20,000 - ₱23,000 per year

    Position Title: Helpdesk SupportLocation: Makati CityJob Summary:The Helpdesk Support is primarily responsible for providing exceptional customer service and technical support to clients by addressing queries, concerns, and requests related to Property & Casualty (P&C) insurance products. The role ensures smooth and efficient servicing of policies,...

  • IT Helpdesk

    3 days ago

    Mandaluyong City, National Capital Region, Philippines Unison Computer Systems Full time ₱17,000 - ₱19,000 per year

    JOB HIGHLIGHTSLife Insurance Coverage upon hiring.Career advancement based on performance.DUTIES & RESPONSIBILITIESTask to evaluate and prioritize reported service request and incidents specially fulfilling ticket management, service request fulfilment, incident resolution, broadcast handling, and problem identification using the home-grown developed CRM...

  • Helpdesk Officer

    1 hour ago

    Makati City, National Capital Region, Philippines JLL Full time ₱104,000 - ₱130,878 per year

    ResponsibilitiesServe as the primary administrator for the work order ticketing system across all site operationsReceive, log, and process all incoming maintenance and service requests via phone, email, and online portalImplement and maintain different service level agreements (SLAs) for standard business hours sites and 24/5 operational facilitiesCategorize...

  • Level 1 IT Helpdesk Support

    3 days ago

    Quezon City, National Capital Region, Philippines Outsourced Quality Assured Services Inc. (ISO Certified) Full time ₱500,000 - ₱1,000,000 per year

    Company Description is a leading ISO certified Philippines offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work...

  • Helpdesk Assistant

    3 days ago

    Makati City, National Capital Region, Philippines Total Information Management Corp. Full time $30,000 - $50,000 per year

    JOB SUMMARY: The Helpdesk Assistant will serve as the first point of contact for customers and employees, ensuring the efficient and effective delivery of IT support services. She will be responsible for managing service desk tickets, addressing hardware and software issues, and escalating complex concerns to the appropriate IT teams. She will work closely...