Senior Helpdesk Analyst

21 hours ago

Pasig, National Capital Region, Philippines KMC Solutions Full time ₱600,000 - ₱1,200,000 per year

Schedule: Monday-Friday, 9:00 AM - 6:00 PM Manila Time

What qualities are we seeking?

  • Bachelor's degree in Computer Science, Software Engineering, or a related field.
  • At least 2 years of solid experience in a service desk or helpdesk role.
  • Experience working in an ISO 27001/9001 certified environment
  • Experience in a call centre environment
  • Collections or finance industry preferable but not necessary
  • Experience in a corporate environment, Microsoft Office suite and in house software
  • ITIL training desirable
  • Knowledge of group administration processes and procedures
  • Detailed Knowledge of service level agreements
  • Knowledge of workplace policies (Privacy, EEO, OHS)

Attributes:

  • Reliable/diligent/honest/hard working
  • Flexible – working hours, staying back to complete tasks, new platforms and challenges
  • Attention to detail and standards of excellence
  • Committed to the achievement and maintenance of quality

What does a typical day look like?

  • Answer support calls to the Helpdesk
  • Managing support jobs in the job logging platform to comply with departmental guidelines & SLA's
  • Reviewing and optimising processes
  • Resolving Level 1 to Level 2 issues and requests
  • Involvement in project work as required by the IT Operations Manager and Technical Director
  • Escalation of more complex issues/request to the relevant IT divisions/staff members
  • Follow-up of outstanding support jobs and reporting back to clients with progress updates
  • Liaising and advising clients of completed support jobs and ensuring these jobs have been appropriately updated and closed off
  • Setup, change and termination of systems access
  • Providing feedback to and mentoring of members of the IT Operations team
  • Participating in performance review activities when required
  • Assisting with the reporting activities required of the IT Operations team (eg. Licensing reports)
  • ISO compliance
  • Actively support the Quality Management System's policies and procedures
  • Other IT Support and administrative duties as identified by management

Why join us?

  • Comprehensive HMO coverage
  • Exciting learning and career growth opportunities
  • Seamless HR experience with Cloud HR (Sprout)
  • Above-standard leave benefits

Make your next big career move by applying at KMC Solutions

Recognized as one of the Best Workplaces in the Philippines and certified by the global authority on workplace culture as a Great Place To Work.

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