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Service Desk

3 weeks ago

Ayala Alabang, National Capital Region, Philippines UPTC Full time
a. Education
  • Bachelor's degree in Computer Science, Computer Engineering, Information Technology, or any related field.
b. Experience
  • At least 1 year of experience in IT Help Desk tasks including problem tracking, phone/voicemail consulting, and end-user support.
  • Exposure to technical setup, configuration, and maintenance of different applications, network environments, and software tools (advantage).
  • Experience dealing and communicating with end customers.
c. Skills
  • Fluent in both German and English (required).
  • Strong organizational skills with the ability to prioritize tasks.
  • Strong interpersonal and team collaboration abilities.
  • Ability to grasp technical and system information and explain them in layman's terms to end-users.
  • Strong verbal and written communication skills.
  • Ability to manage, prioritize, and schedule work assignments.
  • Strong customer service orientation.
  • Proficient with Windows-based computer operations.
  • Knowledgeable in MS Office, SQL Database, and Windows operating systems.
  • Speaking Thai or Portuguese is a plus.
d. Desirable Traits
  • Honest, professional, and with high integrity.
  • Resourceful, self-motivated, persevering, and patient.
  • Strong attention to detail.
  • Sense of urgency and strong commitment to deadlines.
  • Team-oriented, practical, and logical thinker.
  • Strong communication skills.
  • Hard-working, able to work under pressure and with minimal supervision.
  • Willingness to work long hours when needed.
e. Work Hours & Working Conditions
  • Must be willing to work on 24x7 shifting schedules to support global operations.
  • Workload may vary; extended hours may be required when needed.

Job Description
Key Result Areas / Job Responsibilities
1. Help Desk Support
  • Install, configure, and troubleshoot Microsoft Office applications and PC operating systems (Windows 98/XP/2000/7/Mac).
  • Install and troubleshoot common Windows-based applications (Anti-Virus, MS Project, Acrobat Reader, Internet Explorer).
  • Perform basic troubleshooting for PC hardware and network environments.
  • Respond promptly and courteously to customer inquiries via phone, email, remote access, or onsite support.
  • Utilize internal knowledge bases and research resources; coordinate with other Help Desk Specialists and IT colleagues to resolve issues.
  • Comply with defined Standard Operating Procedures (SOPs).
  • Adhere to Service Level Agreements (SLAs).
2. Administrative
  • Ensure timely closure of resolved tickets.
  • Maintain and update daily monitoring reports and service deliverables.
  • Prepare and submit required reports accurately and on time.
3. Teamwork
  • Maintain a flexible schedule to support 24x7 operations.
  • Ensure accurate and timely turnover of ongoing activities to the next shift.
4. Learning and Development
  • Continuously expand knowledge on business processes and IT-related information.
  • Stay updated on current technologies, system updates, issues, and enhancements relevant to the role.