Helpdesk Analyst

Key Accountabilities:

• Handle incoming calls with professionalism and efficiency

Triage issue based on knowledge base articles within ITIM tool

• Escalate issues to next level of support, where required, through a defined process

Maintaining written documentation on each contact with clear details on issue and triage steps taken

• Responding to client requests (telephone, email, chat) for infrastructure support to defined service level objectives

Tracking and/or monitoring the incidents to insure a timely resolution

• Ensure to follow company guidelines and best practices for security and the protection of information

Keep up to date with the changes in the environment and communications that are sent out

• Qualifications & Competencies:

Must have a minimum of 1-2 year of level 1 or 2 Service desk experience

• Must have a minimum of 1- 2 years of experience working with remote support tools

Minimum 2 years working in a PC environment

• Excellent communication skills (oral and written)

Experience with troubleshooting hardware and software A+ is an asset

• Previous experience with Bulloch BT9000 system would be considered a strong asset

Previous experience with a financial service desk would be considered a strong asset

• Ability to understand customer needs and expectations, provide excellent service in a direct and indirect manner, and fulfill customer expectations

Knowledge of and ability to provide effective and efficient real-time support for a variety of desk-top technology users

• Knowledge of approaches, tools and techniques for anticipating, recognizing, and resolving technical (hardware, software, application or operational) problems

Amenable to work full-time onsite ( Ortigas, Pasig )

Job Type: Full-time

Pay: Php24,

• 00 - Php26,000.00 per month
  
  Benefits:
• Additional leave

Company events

• Health insurance

Life insurance

• Opportunities for promotion

Paid training

• Pay raise

Promotion to permanent employee

• Transportation service provided

Schedule:

• 8 hour shift

Evening shift

• Night shift

Supplemental pay types:

• 13th month salary

Overtime pay

• Performance bonus

Experience:

• Helpdesk Agent: 1 year (Required)

Technical support: 1 year (Required)

• BPO: 1 year (Required)

Willingness to travel:

* 100% (Preferred)