Desktop Support

Bounty Fresh Food, Inc.; Taguig; On-site; PHP 400,000 - 600,000; Full time

Job summary

A leading food company in Metro Manila is looking for a Technical Support Specialist to provide first-level technical assistance. The ideal candidate will have a Bachelor's degree in IT and 1-2 years of experience in help desk support. Responsibilities include managing user inquiries, troubleshooting IT issues, and maintaining accurate records of user interactions. Strong problem-solving skills and effective communication are essential for this role.

Qualifications

• 1-2 years experience in help desk or technical support.
• Experience in IT service management tools (ITSM, helpdesk software).
• Certificates: ITIL, HDI Customer Service Representative (CSR), CompTIA A+.

Responsibilities

• Respond to user inquiries via phone, email, and ticketing systems.
• Manage support tickets effectively, ensuring timely resolution.
• Engage with users in a professional manner.
• Process service requests like password resets and account creation.
• Troubleshoot and resolve IT issues including hardware and software problems.
• Document interactions with users and maintain accurate records.

Skills

Problem solving and Troubleshooting

Effective Communication

Ticketing System Proficiency

Strong Attention to Detail and Multitasking

Interpersonal Skills

Education

Bachelors degree in Computer Science, Information Technology or related fields

Tools

ServiceNow

Job description

Job Summary:

Serves as a centralized point of contact for end-users seeking technical assistance. It provides first-level technical support, troubleshooting and resolving a wide range of IT issues to ensure optimal system performance and user productivity.

Duties and Responsibilities:

• User Support: Respond promptly to user inquiries via phone, email, and ticketing systems, providing clear and concise explanations of technical issues and solutions in a user-friendly manner.

• Ticket Management: Prioritize and manage support tickets effectively, ensuring timely resolution of urgent issues and minimizing user downtime.

• Customer Service: Engage with users in a professional and courteous manner, fostering positive relationships and building trust. Deliver clear and concise explanations of technical issues tailoring the communication to the user's level of technical understanding. Maintain a positive and helpful attitude to support user needs effectively.

• Service Requests: Process and fulfill service requests, such as password resets, account creation, and software installations in a timely and accurate manner.

• Incident Resolutions: Troubleshoot and resolve a wide range of IT issues, including hardware, software and network problems. Escalate complex issues to higher-level support trams, providing clear communications and necessary information.

• Problem Management: Identify recurring incidents, analyze roots causes, and implement preventive measures to minimize future occurrences. Analyze incident trends to identify potential system vulnerabilities or process inefficiencies.

• Knowledge Management: Document and maintain accurate records of all interactions with users, including incident tickets and knowledge base articles.

Key Qualifications:

Education: Bachelors degree in Computer Science, Information Technology and related fields

Experience: 1-2 years experience of help desk or technical support; Experience in IT service management tools (ITSM, helpdesk software)

Special Skills:

• Problem solving and Troubleshooting: Proven ability to quickly identify and resolve a wide range of technical issues, from simple to complex

• Effective Communication: Excellent verbal and written communication skills to effectively interact with users, providing clear and concise explanations of technical concepts in a non-technical manner.

• Ticketing System Proficiency: Familiarity with and proficiency in using ticketing systems like ServiceNow to efficiently manage and track support tickets.

• Strong Attention to Detail and Multitasking: A keen eye for detail to ensure accurate documentation and effective ticket management. Ability to handle multiple tasks simultaneously and prioritize effectively to meet deadlines and service level agreements.

• Interpersonal Skills: Strong interpersonal skills, including patience, empathy, and active listening, to build rapport with users and deliver exceptional customer service.

Certificate: ITIL, HDI Customer Service Representative (CSR), CompTIA A+