Help Desk Analyst

TaskUs; Las Piñas; On-site; PHP 268,000 - 446,000; Full time

Job summary

TaskUs is seeking a Help Desk professional to deliver quality technical support to end users with varying technical backgrounds in a dynamic environment. You will respond to incidents, triage and resolve issues, and maintain excellent customer satisfaction while adhering to SLAs.

The role requires strong knowledge of Windows and Mac OS, Google Suite, and Microsoft Office, with proficiency in Active Directory and basic IT networking.

Qualifications

• Proven experience as a Help Desk technician or other customer support role.
• Tech savvy with working knowledge of Microsoft domain environments, Windows OS, MAC OS, Google Suite, Basic Networking Fundamentals, Exchange Admin, and Microsoft Office.
• Must be proficient in Active Directory, working knowledge of general IT infrastructure, Networking, and VPN basics.

Responsibilities

• Deliver quality technical support to end customers of varying technical backgrounds and ensure clients' satisfaction by meeting or exceeding customer Service Level Objectives.
• Maintain a professional, courteous, and customer-focused attitude while supporting customers.
• Handle technical support requests from end users and IT professionals alike, adapting responses to the audience's technical ability.
• Rely on skills and knowledge to diagnose incidents through discussions with users.
• Perform incident triage and elevate or resolve based upon incident scope.
• Diagnose and resolve hardware, software, operating system, application, connectivity, peripheral, and basic network issues affecting desktops and laptops.
• Document incidents accurately, perform troubleshooting within established procedures and SLOs, maintain ticket updates, and escalate when needed.
• Assist users with system access, password/account issues, software usage, device configuration, and common PC problems while providing clear instructions.
• Answer incoming support inquiries via chat, phone, email, etc.
• Maintain ticket backlog and record support activities in the Help Desk system.
• Keep knowledge base articles and documentation up to date.

Skills

Help Desk

Customer support

Windows OS

Mac OS

Google Suite

Microsoft Office

Active Directory

Networking fundamentals

Exchange Admin

VPN basics

Troubleshooting

Tools

Microsoft domain environments

Job description

The role requires a working knowledge of desktop support, Microsoft domain environments, Google

Suite, Windows OS, Microsoft Office, and be able to demonstrate high level critical thinking/problem

solving skills while quickly deepening expertise in these areas.

Required Skills: Proven experience as a Help Desk technician or other customer support role. Tech savvy

with working knowledge of Microsoft domain environments, Windows OS, MAC OS, Google Suite, Basic

Networking Fundamentals, Exchange Admin, and Microsoft Office. Must be proficient in Active

Directory, working knowledge of general IT infrastructure, Networking, and VPN basics.

WHAT YOU’LL DO:

The role will deliver quality technical support service to end customers of varying technical backgrounds

and ensure clients' satisfaction by meeting or exceeding customer Service Level Objectives. A successful

candidate is expected to maintain a professional, courteous, and customer-focused attitude while

supporting customers. The role will be handling technical support requests from end users and IT

professionals alike, adapting your responses to the technical ability of your audience. You will rely on

your skills and knowledge to respond to, and diagnoses incidents through discussions with users.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Perform incident triage and elevate or resolve based upon incident scope.


• Diagnose and resolve hardware, software, operating system, application, connectivity, peripheral, and basic network issues affecting desktops and laptops.


• Document incidents accurately, perform troubleshooting within established procedures and SLOs, maintain ticket updates, and evaluate issues that require higher-level technical support.


• Assist users with system access, password/account issues, software usage, device configuration, and common PC problems while providing clear instructions and confirming the issue is resolved before closure.


• Answer incoming support inquiries via various channels (chat, phone, email, etc.)


• Continuously maintain ticket backlog, recording support activities in our Help Desk ticketing system and follow up within customer Service Level Objective targets.


• Keep up to date with knowledge base articles and other technical-related documentation.