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 with vendors and support groups to provide timely and accurate resolutions. The ideal candidate must be proactive, responsible, and possess strong communication and problem-solving skills.

DUTIES AND RESPONSIBILITIES:

  • Assist with the triage (assessment and prioritization) of hardware, software, and network concerns through various communication channels (telephone, email, and chat)

  • Route incident and service request tickets to appropriate IT support groups

  • Coordinate and manage relationships with vendors and support staff for issue resolution

  • Verify Incident and Preventive Maintenance reports

  • Use Service Desk Plus (SDP) to document and manage incidents and work requests

  • Respond to calls, emails, instant messages, and assigned tickets in a timely manner

  • Escalate complex issues to the appropriate IT specialists

  • Identify, evaluate, and prioritize client problems and complaints

  • Participate in upskilling and departmental development activities

Qualifications:

Education:

  • Computer Engineering

  • Electronics and Communications Engineering (ECE)

  • Computer Science / Information Technology

  • Mathematics

Experience:

  • Open to fresh graduates

  • Preferably with less than 1 year of IT-related experience

Skills & Competencies:

  • Accuracy in understanding and documenting customer feedback

  • Timely resolution of customer issues with clear progress updates

  • Ability to research and explore alternative solutions

  • Focused under time-sensitive and high-pressure situations

  • Proactive thinking

  • Strong communication skills

  • Motivated, responsible, and results-driven

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