Help Desk Analyst

6 days ago

Manila, National Capital Region, Philippines Novus Technologies Pte Ltd Full time ₱600,000 - ₱1,200,000 per year

Company Description

Novus Technologies Pte Ltd, headquartered in Singapore, is a solution provider with extensive knowledge of the Asia Pacific region's retail banking and payments industry. Formed by professionals from world-class IT solution providers, Novus Technologies focuses on simplifying technology acquisition and implementation to help businesses concentrate on their core operations. Their network spans 19 Asia Pacific geographies, leveraging cross-region expertise to enhance customer experiences, particularly in banking, retail, and payment environments. The company is passionate about developing mobile solutions in these sectors to align with the region's rapid growth and evolving economic landscape.

Position Overview

We are looking for a friendly, proactive, and detail-oriented Helpdesk Agent to join our IT Support team. You will be the first point of contact for customers/users experiencing technical issues, and will help resolve their concerns quickly and effectively. If you love problem-solving and have strong communication skills, we want to hear from you

Key Responsibilities

· Respond to support requests via phone, email, chat, or ticketing system.

· Troubleshoot hardware, software, network, and connectivity issues.

· Log, prioritize, and track incidents and service requests in the ticketing system.

· Escalate more complex issues to senior / specialized IT teams when needed.

· Follow up with users to ensure issues are fully resolved and user satisfaction is maintained.

· Maintain and update documentation, knowledge base articles, and standard procedures.

What We're Looking For

· Strong customer service orientation and excellent communication skills (verbal & written).

· Familiarity with networks, connectivity, and common troubleshooting techniques.

· Ability to manage multiple open tickets and prioritize tasks effectively.

· Patience, professionalism, and a positive attitude under pressure.

[Optional/preferred] Experience with helpdesk tools/ticketing systems.

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