Managers, Helpdesk

4 days ago

Quezon City, National Capital Region, Philippines Athena Full time

Key Duties & Responsibilities

  • Ensure high-quality customer experience by monitoring interactions, handling escalated employee complaints, and implementing improvements based on feedback.
  • Track key performance metrics such as First Response Time, POC Response Time, Overall Resolution Time, and Customer Satisfaction Rating, among others, to identify areas for improvement.
  • Oversee the Helpdesk Team, which includes hiring, training, scheduling, assisting and performance management.
  • Generate reports and conduct analysis to identify trends, issues, and opportunities for improvement within the Helpdesk operation, as well as surface the same to other departments.
  • Manage the maintenance and upkeep of the Helpdesk system.

Required Qualifications

  • Residing in NCR
  • With at least 3 years of relevant experience in helpdesk/customer support roles
  • With at least 1 year of experience leading a team
  • Has experience with helpdesk tools, preferably Zendesk
  • Proficiency with Google Workspace and Mac OS
  • Willing to be in a hybrid work environment, encompassing both remote and in-office work environments
  • Willing and available to work during the graveyard shift and has the flexibility to work at any day of the week

Required Behavioral Competencies

  • Leadership: Is able to inspire and motivate team members, set clear goals, and provide guidance and support as needed.
  • Strategic mindset: Has the ability to think beyond day-to-day operations and develop long-term strategies to improve efficiency, enhance customer satisfaction, and align the helpdesk function with the company's overall goal.
  • Strong analytical and problem-solving abilities: Demonstrates strong critical thinking skills to analyze complex issues, identify root causes, and develop effective solutions, utilizing data analytics.
  • Organizational skills: Can efficiently manage tasks, time, and resources to achieve goals and meet deadlines, which entails time management, planning and scheduling, attention to detail and resource management.
  • Verbal & written communication skills: Can effectively convey information to team members, customers, and other stakeholders.
  • Customer Focus: Possesses a customer-centric mindset with a focus on delivering high-quality service and satisfaction to internal customers.

Continuous Learning
Demonstrates dedication to continuous learning and professional growth, ensuring staying updated on industry trends, emerging technologies, and best practices in helpdesk support and management.

  • Managers, Helpdesk

    19 hours ago

    Quezon City, National Capital Region, Philippines Athena Full time ₱300,000 - ₱600,000 per year

    Key Duties & Responsibilities:Ensure high-quality customer experience by monitoring interactions, handling escalated employee complaints, and implementing improvements based on feedback.Track key performance metrics such as First Response Time, POC Response Time, Overall Resolution Time, and Customer Satisfaction Rating, among others, to identify areas for...

  • Helpdesk Lead Coordinator

    3 days 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...

  • Helpdesk Manager

    4 days ago

    Makati City, National Capital Region, Philippines TDS Global Solutions Full time ₱840,000 - ₱1,200,000 per year

    Must have at least 5 years experience of BPO helpdesk operations managementMust be open to manage start up BPO/ Wave 1 operationsMust be customer service orientedKnowledge / exposure with digital payment services, digital transformation services is a plusMust be willing to work in MakatiMust be willing to work on a day-shift scheduleJob Type: Full-timePay:...

  • Helpdesk Support

    4 days ago

    Quezon City, National Capital Region, Philippines Belly Rub Pet Services Full time ₱25,000 - ₱130,878 per year

    QualificationsGraduated of Information Technology or any related courseWith at least 1 year experience in helpdesk or technical supportWith experience in ticketing management as well as the root cause analysisAbility to diagnose and resolve technical issuesCan work in high-pressue environmentJob Type: Full-timePay: From Php25,000.00 per monthBenefits:Health...

  • IT Helpdesk Officer

    3 days ago

    Makati City, National Capital Region, Philippines Torre Lorenzo Development Corporation Full time ₱400,000 - ₱800,000 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...

  • Compensation Helpdesk/Accounting Analyst

    3 days ago

    Quezon City, National Capital Region, Philippines Cognizant Full time

    Cognizant is a global organization serving clients across multiple industries with a deep set of offerings provided by our practice areas and supported by corporate and enabling functions. Employing roughly 270,000 talented associates worldwide, Cognizant is dedicated to anticipating and solving clients' toughest problems and enabling them to thrive in the...

  • Premier Helpdesk Analyst

    3 days ago

    Quezon City, National Capital Region, Philippines Travelport Full time

    Job DescriptionTravel obsessed? Big tech fan? Hey, you're in good company. If you want to be part of the industry that makes the world go round, then look no further.Travelport is the brains behind lots of your travel bookings- plane, car or hotel. Our technology is used to book that magical holiday, infamous bachelorette party or long overdue school...

  • IT Helpdesk Support

    4 days ago

    Makati City, National Capital Region, Philippines IS PROFESSIONAL SERVICES OPC Full time ₱900,000 - ₱1,200,000 per year

    Responsibilities:Provide 1st& 2nd Level IT support to stores and support groups via phone and in person.POS software and hardware, EFTPOS, Mobile/PDA devices, LAN networks, PABX, IP-based phone systems, Printer Fleet and more.Maintain issues via call logging system and ensure it is complete and up to date. Support other IT teams with new projects as...

  • L2 IT Helpdesk Technician

    5 days ago

    Quezon City, National Capital Region, Philippines MicroSourcing Full time $4,000 - $6,000 per year

    Discover your 100% YOU with MicroSourcingPosition: L2 IT Helpdesk TechnicianLocation: Global One, Eastwood, Quezon CityWork setup & shift: Onsite | Day shiftWhy join MicroSourcing?You'll HaveCompetitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life...

  • IT Helpdesk Support

    1 week ago

    Quezon City, National Capital Region, Philippines Aspiree Inc. Full time ₱150,000 - ₱300,000 per year

    Position Summary:As an IT Helpdesk Support, you will be the first point of contact for our clinets, providing technical support and assistance with their IT-related issues in the company. Your primary responsibility will be to ensure our clients have a seamless and efficient experience while resolving their IT problems. This role plays a crucial part in...