Service Desk Specialist III

1 day ago

Taguig, National Capital Region, Philippines Astreya Full time ₱1,200,000 - ₱2,400,000 per year

What This Job Entails
The Service Desk Specialist III will support one of Astreya's key clients. The role will be responsible to troubleshoot and fix desktop/ computer hardware and software issues while striving to deliver excellent customer service to the end-user. You need to be an eager learner and put the learning to practice in-line with company and client policies and procedures.

Scope

  • Resolves a wide range of issues in creative ways
  • Seasoned, experienced professional with a full understanding of their speciality
  • Works on problems of a diverse scope
  • Receives little instruction on day to day work, general instruction on new assignments

Your Roles And Responsibilities

  • Follow standard operating, ticketing procedures and work instructions to image, update and resolve computer and software application issues for new and existing employees.
  • Maintain equipment inventory, including processing RMAs and ordering new equipment.
  • Maintain physical presence at designated service locations and time for employees to pick up the user's computer, or deliver to the end-user.
  • Monitoring, updating and maintaining tickets in a defined ticketing system.
  • Responds to tickets, contacts users and plans workload.
  • Update, track and escalate the ticket to appropriate levels/group for resolution as required.
  • Sign off on closed tickets with the user to include follow up specifically to the end user.
  • Provide routine software and hardware troubleshooting support to employees to resolve common IT problems.
  • Support access to corporate network/wireless and applications both on the network as well as over VPN.
  • Other duties as required. This list is not meant to be a comprehensive inventory of all responsibilities assigned to this position

Required Qualifications/Skills

  • Bachelor's degree (B.S/B.A) from four-college or university and 5 to 8 years' related experience and/or training; or equivalent combination of education and experience
  • Networks with senior internal and external personnel in own area of expertise
  • Demonstrates good judgment in selecting methods and techniques for obtaining solutions
  • Ability to work independently with minimal supervision
  • Excellent coordination skills and a team player
  • Ability to identify issues and escalate as needed
  • Excellent written and oral communication skills
  • Strong interpersonal and customer service skills
  • Experience with hardware, software, and network troubleshooting
  • Experience with software application use and installation
  • Ability to resolve technical issues under pressure

Preferred Qualifications
*Physical Demand & Work Environment:*

  • Must have the ability to perform office-related tasks which may include prolonged sitting or standing
  • Must have the ability to move from place to place within an office environment
  • Must be able to use a computer
  • Must have the ability to communicate effectively
  • Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers

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