Sr IT Helpdesk

Position Summary

As an IT Helpdesk Support, you will be the first point of contact for our clients, providing technical support and assistance with their IT-related issues in St. Luke's. Your primary responsibility will be to ensure our clients have a seamless and efficient experience while resolving their IT problems. This role plays a crucial part in maintaining customer satisfaction and the overall success of our organization.

Key Responsibilities

First-line Support: Receive and respond to incoming technical support requests through various communication channels, including phone, email, and chat.

Issue Triage: Accurately assess and categorize technical issues, prioritize them based on urgency, and escalate more complex problems to appropriate teams or SMEs.

Problem Resolution: Provide prompt and effective solutions to common technical problems included in the runbook/troubleshooting guides.

Documentation: Maintain detailed and accurate records of all customer interactions, issues, and solutions in a ticketing system.

Knowledge Sharing: Contribute to the knowledge base by documenting solutions to common problems and sharing insights with the team to improve overall support efficiency.

Client Education: Offer guidance and assistance to clients for basic troubleshooting and self-help solutions.

Remote Assistance: Utilize remote desktop tools to access and troubleshoot clients' computers, servers, and devices.

Customer Service: Provide excellent customer service by addressing client inquiries professionally and courteously, managing expectations, and ensuring client satisfaction.

Incident Management: Manage and track incidents and service requests to meet defined service level agreements (SLAs).

Continuous Improvement: Stay up-to-date with industry trends and technologies, and actively seek opportunities for process improvement within the service desk.

Qualifications

1) Exceptional communication skills, both verbal and written.

2) Ability to communicate with various leaders within IT and across all of the

hospital environment.

3) Leadership experience with the ability to inspire and motivate a team.

4) Analytical mindset with the ability to analyze data and identify areas for improvement.

5) Strong problem-solving skills with the ability to to handle complex technical issues.

6) Strong technical knowledge of operating systems (Windows, macOS,Linux), hardware components, software applications, and IT infrastructure.

7) Proven experience in a service desk or IT support role, with a track record

of progressively increasing responsibilities.

8) Experience with ITSM tools, remote support software, and ticketing

systems.

9) Certifications such as ITIL, CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or relevant leadership certifications are

advantageous.

At least 3 years of team lead with customer service experience

Job Type: Full-time

Pay: Php20, Php25,000.00 per month

Work Location: In person