IT Helpdesk Support

16 hours ago

Makati City, National Capital Region, Philippines IS PROFESSIONAL SERVICES OPC Full time $104,000 - $130,878 per year

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.

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