Helpdesk Technician, Sr.

22 hours ago

Pasay, Philippines Stefanini Group Full-time

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Job Description

Provide professional end-user support via telephone, email or web submits.
Provide restorative or maintenance actions to resolve end-user problems.
Responds end-user problems based on standard procedures.
Track incidents and calls, including but not limited to, entering data into the database timely and accurately.
Ticket Dispatcher - Responsible in distributing tickets on the queue and checking ageing tickets.
Reports - Basic knowledge on excel (create pivot table, create a reporting deck)
Process P1/P2 tickets - Issue that needs immediate assistance
May be responsible for ensuring systems are configured properly.

May act as a resource for more complex end-user issues
Must correctly track incidents and calls, including but not limited to entering data into the database timely and accurately
Facilitate knowledge-sharing sessions, process trainings, and onboarding activities within the team or project.

Contribute to continuous process improvement initiatives to enhance service quality, efficiency, and customer satisfaction.

Bachelor"s degree or vocational in IT-related courses is a plus.
Minimum of completed two (2) years in college or has finished a Diploma/Certificate course.
Excellent English written and spoken communication skills
At least five (5) years" experience as a Helpdesk Technician or equivalent
Excellent customer service skills.
Must consistently meet or exceed required performance criteria.
Able and willing to take several calls a day when necessary.
Familiarity and good working knowledge in PC hardware and software troubleshooting.
Prior Software Application support (e.g. Outlook, etc.) experience is a plus.
Prior BPO experience in Technical Support is a plus.
Familiarity with ticketing system, a strong advantage.
Shift flexibility and schedule adherence are required for the position.
Report onsite
Training and facilitation experience, including conducting technical training sessions or knowledge transfer activities, is an advantage.
Strong analytical, organizational, and problem-solving skills with attention to detail.
Ability to work independently and collaboratively within a team-oriented environment.
This is open exclusively to existing Acosta resources, as program knowledge is the priority.