ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other assignments, projects, and duties may be required:
· Respond to and resolve incoming IT support requests from end-users via phone, email, or ticketing system
· Provide first-level support for all IT - hardware, software, applications and network issues.
· Diagnose and troubleshoot a variety of hardware and software issues
· Escalate unresolved issues to appropriate teams or higher-level support
· Log, track, and manage incidents and service requests using ITSM tools
· Ensure timely resolution and follow-up with users for backlog tickets
· Create and update knowledge base articles and user guides
· Promote ITIL best practices across the support team
· Open, log, prioritize, assign, close tickets logged in the IT Service Desk.
· Query the User for all relevant information concerning the call made or issue reported by the user.
· Attempt to resolve the defined inquiries while on the telephone, to meet the agreed upon Service Level for First Call Resolution.
· Escalate tickets not resolvable by SD, in accordance with SSG escalation procedures.
· Provide status updates on Tickets to users.
· Reopen Ticket / Create a new ticket for follow up if the user indicates that the inquiry was not resolved to their satisfaction.
· Able to make sound decisions and work with minimal supervision.
· Excellent interpersonal skills to foster cooperation among users, support teams and peers.
· Identify and recommend process improvements to enhance the customer experience
· Collaborate with cross-functional teams to ensure seamless IT service delivery
QUALIFICATIONS :
· Graduate bachelor's degree preferably in IT but consideration for related experience.
· At least 18 months of experience in Service Desk or IT Help Desk role
· Strong problem-solving and analytical skills to quickly identify and resolve issues
· Excellent communication and customer service skills to effectively interact with end-users
· Working knowledge of common desktop applications, operating systems, and hardware
· Ability to multitask and prioritize tasks in a fast-paced environment
· Enthusiasm for continuous learning and adaptability to new technologies
· With no issues working onsite 100% in our site in Pasig
· With no issues working on night shifts, shifting schedule, weekends & holidays
SKILLS PREFERRED:
· Technical Skills:
o Proficiency in Windows OS (e.g., Windows 10/11) and Server 2016/2019 are advantageous.
o Strong knowledge of Microsoft Office Suite (O365) and other common desktop applications.
o Understanding networking concepts, including TCP/IP, DNS, and DHCP.
o Wireless and wired network troubleshooting.
o Experience with Active Directory and user account management.
o Basic knowledge of hardware components and troubleshooting techniques.
o Knowledge of OS installation, configuration, and troubleshooting.
o Experience with Active Directory (AD) for:
o User and group account management, password resets.
o Familiarity with Single Sign-On (SSO).
o ITIL Framework: Familiarity with Incident, Problem, and Change Management.
o Awareness of common cybersecurity practices: Password policies, phishing prevention, and malware identification.
o Basic troubleshooting of antivirus software and firewalls.
o Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
o Strong problem-solving and analytical abilities.
o Ability to work independently and manage time effectively in a remote work environment.
o Customer-focused with a commitment to providing high-quality support.