IT Service Desk Consultant

2 days ago

Philippines A Little About Us Full time ₱250,000 - ₱500,000 per year

A Little About Us

Höegh Autoliners is a global player in Ro/Ro deep sea transportation services and operates the greenest fleet in this segment. The company owns and operates approx. 40 Pure Car and Truck Carriers (PCTCs) in global trade systems, making around 3 000 port calls yearly. Managed from a worldwide network of around 16 offices, our main customers are major manufacturers of new cars, heavy machinery and other rolling stock. We are working towards a goal of zero emissions by 2040 and have an exciting roadmap to achieve this. 

A Lot About You

You are a skilled IT professional who is passionate about resolving issues with computer hardware or software. You are keen to respond to user inquiries, assess problems and issues with IT equipment and applications, and with an excellent background in Microsoft Office 365. You thrive in working with a team of smart, and talented IT professionals. You can both take and give constructive feedback and enjoy active team discussions. You are proactive and you possess strong customer orientation skills. This is a good opportunity for you to be deeply exposed in a global shipping company.

You will be working in our Manila office and you will report directly to the IT Support Manager.

Main responsibilities

Service Desk

Create a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitudeEnsure customer satisfaction through professional, timely and high quality IT support, and that service is executed in accordance with established SLA's – KPI's and business requirementsAnalyse and resolve incidents and requests regarding use of application, software or hardware. Document resolutions and update self-help and knowledge basesWorkplace support towards end users. This includes, but is not limited to PC support, client and server software, printers, mobile phones and collaboration systemsOffice support which includes meeting room equipment, network printers and telephonyResolve requests on first contact, or perform all service requests as requested by end users following the established policies and procedures for each of themMaintain and protect confidentiality with regards to all aspects of employee informationPerform other lawful functions/duties as assignedDemonstrate ability to learn customer support processes and techniques

Advantage to have Microsoft 365 Administration

Administration, support and configuration of Microsoft 365 Basic knowledge on Azure cloud Maintenance/sustainment of existing client SharePoint sites and sub sites, lists, libraries, and content (including pages, workflows, and items)Maintenance, and sustainment of additional complementary functionality for customer sub sites, lists, libraries, and contentAdminister and support an enterprise-level email infrastructure

Minimum Qualifications

Degree in Computer Science studies, Information Technology, and/or vast experience within the field of IT Service ManagementProven professional experience and a detailed knowledge of industry's best practice processes (ITIL)Strong analytical and problem solving skillsCompetency in Microsoft applications and other office productivity tools and applicationsProficiency in using ticketing systems (e.g., ServiceNow) to track and manage support requestsHave a good understanding of hardware and network infrastructureHelp desk experience and ability to provide technical and end-user supportHigh level of integrityExcellent communication skills in an international environment

Nice To Have

Knowledge and experience in Microsoft 365 Administration, is an added advantage.Knowedge on Azure cloud, is an advantageExperienced on development or integrationProficiency in using support software tools Experience and knowledge of the shipping industry 

We believe that building and sustaining a diverse and inclusive environment for working and learning leads to a better workplace, better ideas and more inspiring conversations.

 

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