Service Desk Associate

Drive IT Excellence in a Fast-Paced, Global Digital Marketing Environment

Ready to power up the engines of digital marketing success As a Service Desk Associate, you'll be the critical IT support behind global social media campaigns, keeping everything running like a well-oiled machine. From troubleshooting issues to managing tickets, you'll be the first line of defense, ensuring seamless execution for digital marketing clients. This role puts you right in the center of the action, using cutting-edge tech to fuel international campaigns. Get ready to boost your IT career while playing a pivotal role in shaping the future of social media services!

• Log, manage, and troubleshoot support tasks and maintenance requests for tracking purposes.
  
• Monitor internal support queues across all business lines and engage appropriate team members for troubleshooting.
  
• Escalate urgent or widespread issues as needed to ensure stakeholders are notified promptly.
  
• Apply critical thinking to follow best practices and ensure optimal customer experience.
  
• Adhere to internal SLAs and ensure timely resolution of all customer inquiries.
  
• Collaborate with team members and other departments to drive customer satisfaction and success.
  
• Produce weekly reports on open/closed tickets by type and implement process/workflow improvements as needed.
  
• Assist in developing and maintaining documentation for the knowledge base and online community.
  
• Instill best practices in the user base to ensure users maximize their experience with company tools.
  
• Identify and implement potential process improvements to enhance current procedures.
  

Requirements

The Expertise That Gets You in the Door

• 1-2 years of helpdesk or customer service experience in an IT environment.
  
• Meticulous attention to detail for effectively triaging customer requests.
  
• Strong customer-service orientation with excellent verbal and written communication skills for interacting with internal and external customers.
  
• Eager to learn and grow within the business.
  
• Ability to manage multiple projects simultaneously while prioritizing urgent requests.
  
• Highly organized in maintaining ticket order, priority, and status.
  
• Adaptable to new processes, workflows, and opportunities in a fast-paced environment.
  

Benefits

Why You'll Love Working Here

• Day 1 HMO coverage
  
• Semi-flexi schedule
  
• Fixed weekends off
  
• Temporary work-from-home arrangement
  
• Prime office locations with free access to the gym (Ortigas & Makati)
  
• Direct exposure to international clients and advanced technologies
  
• 20 annual leaves, including 5 convertible to cash
  
• Standard government and Emapta benefits
  
• Career growth opportunities
  
• Diverse and supportive work culture
  
• Engaging employee activities
  
• Unlimited employee referral incentives
  
• Free upskilling through Emapta Academy courses (Want to know more Visit )
  

Meet Your Future Team: About Our Client

Our client is a leading force in the digital marketing industry, specializing in delivering high-performance social media and omnichannel campaigns for top-tier brands. They combine innovative technology with expert services to help businesses navigate the complex world of digital advertising. With a relentless focus on transparency, accountability, and continuous improvement, they empower marketers by providing full access to campaign performance data. Their dedicated team of industry experts leverages cutting-edge platforms to optimize digital strategies and drive impactful results. Known for their collaborative culture, our client fosters growth and success at every level.

Welcome to Emapta Philippines!

Discover a world of possibilities at Emapta, where your career takes flight in stability and growth. Join a team that thrives on camaraderie, supporting each other to achieve excellence together. Experience the satisfaction of being recognized for your contributions with competitive compensation packages that reflect your skills and commitment. Immerse yourself in a positive work culture that encourages collaboration, innovation, and personal development. We provide you with the platform for your success, empowering you to reach new heights in a supportive and inclusive environment.

With a wide roster of international clients from various industries and a proven track record of success, Emapta offers a stable foundation for your . Team up with like-minded professionals who are passionate about making a meaningful impact through premium global opportunities at your fingertips. Apply now and create a better future with us.

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