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IT Helpdesk Support

2 weeks ago

Makati City, National Capital Region, Philippines IS PROFESSIONAL SERVICES OPC Full time

You are a high performing professional who pursues excellence and thrives on high performance and continuous improvement. You're passionate about consistently delivering top quality results and wants to be amongst the best in your field. If this is you, we want you on our team.

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 required.
  • Raise first call resolutions providing support to other functional IT Teams.
  • Use remote training facilities to assist with the rollout of new applications and skill refreshment on existing and new applications.
  • Manage Incidents & Requests throughout their lifecycle.
  • Ensuring SLAs are not breached, and that active work is being carried out accordingly.
  • Keep end users (customers) informed of the process throughout the lifecycle.
  • Act as a channel for communications to the wider business regarding high-impact IT-related issues.

Job Qualifications:

  • Must have Tertiary qualification in IT.
  • Experience in Helpdesk or Call Centre environment.
  • Good knowledge of Windows operating system.
  • Experience in supporting SAP systems.
  • Good knowledge of the helpdesk ticketing system preferably HEAT.
  • Knowledge in troubleshooting of POS software & hardware,
    • EFTPOS, Mobile/PDA devices, LAN networks, PABX, IP-based phone systems printer fleet and more.
  • Experience in supporting POS systems like Surefire, Retail directions.
  • Experience in supporting Android mobile devices used in stores.
  • Experience in communicating with a wide range of users with varying levels of computer literacy.
  • Experience in troubleshooting hardware and software issues.
  • Good working knowledge of incident management.
  • Experience in supporting other IT teams with new projects.
  • Strong Telephone and Communication skills.
  • Ability to prioritize and work effectively in a fast-moving, changing environment and perform under pressure.
  • Ability to work in a team, whilst also being able to work unsupervised.
  • Ability to be on call (after hours and weekends)
  • Relevant experience in supporting a Retail business environment.