IT Helpdesk

JOB HIGHLIGHTS

• Life Insurance Coverage upon hiring.
• Career advancement based on performance.

DUTIES & RESPONSIBILITIES

• Task 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 system.
• Tasked to receive, classify, and record all service requests or incidents received from any communication channels such as call, email, SMS, etc. and handled multiple critical issues.
• Escalation, notification, and advisory releases with approved SLA.
• Verifies user information and creates ticket specifying incident/service request details and provides feedback on the status of the service requested.
• Verification and updating of customers information in the system such as contact details, exact office location, etc. should be done religiously prior to creation of tickets.
• Escalates incident and service request to the problem resolution groups or vendors/support group/contractor if necessary and shall likewise provide updates to user/s.
• Collect/gather information about the reported through interview, coordination, research and/or diagnostic procedures to determine errors or problems being raised.
• Logs and tracks call using ticketing system and problem management database and maintains history records and related problem documentation.
• Monitors and records the progress and status of all cases to ensure that the committed service level if fulfilled.
• Able to efficiently close tickets assigned to different Tier levels. Provides technical assistance on hardware, software, and local-area network connectivity problems, 1st and 2nd level resolution including user access and component configuration
• Prepares and maintains reports and applicable records of computer hardware and software inventory by site and system, user lists, user accounts and security, site and/or server licensing, and user access and security.

JOB REQUIREMENTS AND QUALIFICATIONS

• Graduate of Associate or Bachelor's degree in technical courses.
• Knows around I.T stuff (Software and Hardware)
• Must be familiar with Microsoft Technology, software and applications.
• Good communication skills in oral and written.
• Can work under pressure and urgent request.
• Diligent and proactive
• Willing to be assigned to a shifting schedule.
• Willing to render overtime.
• Must be willing to be assign in Mandaluyong City.

Job Type: Full-time

Pay: Php17, Php19,000.00 per month

Benefits:

• Health insurance
• Life insurance
• On-site parking
• Paid training

Application Question(s):

• Do you have any experience in using a Ticketing Tool?

Experience:

• Helpdesk Support: 1 year (Preferred)

Work Location: In person