HELPDESK ANALYST

City Government of Muntinlupa - Government; Muntinlupa; On-site; PHP 246,000 - 379,000; Full time

Job summary

City Government of Muntinlupa - Government is seeking an IT Helpdesk Specialist to respond to inquiries and provide timely support within a Windows and Microsoft environment.

Role involves basic troubleshooting, ticket handling, and escalation to BTS teams as needed. The candidate should have a related IT degree and at least 3 months of training, with BPO experience considered an advantage.

Qualifications

• Bachelor's degree in Information Technology, Computer Science or Computer Engineering.
• At least 3 months training experience in relevant or related role/capacity.
• 1 year or more of relevant experience in BPO is advantageous.

Responsibilities

• Respond to inquiries via ticketing system, email, chat or calls and gather needed information.
• Perform basic IT troubleshooting and provide timely assistance.
• Escalate issues to BTS resolver teams as needed for resolution.
• Notify relevant parties with complete information per BTS/ADEC processes.
• Familiarize with BTS policies to answer inquiries and process tickets accurately.
• Assist other BTS teams on projects and learn to help complete tasks on time.
• Create reports and documentation as assigned and submit on schedule.
• Perform additional tasks as assigned.

Skills

Helpdesk support

Customer service

Troubleshooting

Windows OS

Microsoft environment

Education

Bachelor's degree in IT/CS/CE

Tools

Ticketing system

MS Office

Job description

Under the supervision of the Helpdesk Supervisor, this key position is expected to respond to inquiries and requests for assistance in a timely manner within the organization’s computer systems. Responding to technical concerns might include providing remote and desk-side support in a mostly Windows and Microsoft environment. The position further requires identifying problems, troubleshooting and providing assistance or advice to employees.

DUTIES & RESPONSIBILITIES:

• Receives, analyzes and responds to customer requests/ concerns via ticketing system, email, messaging app or calls to ensure that all needed information are gathered and customer needs are met.

• Performs basic troubleshooting of IT related issues and accommodates requests within Helpdesk scope to provide immediate assistance to customers.

• Escalates issues and requests to other BTS resolver teams or departments to ensure that they will be accommodated accordingly.

• Sends notification with correct and complete information to all concerned parties as part of BTS and ADEC processes such as but not limited to highly impacting incident handling, BCP execution and company announcements to ensure that information is distributed accordingly.

• Familiarizes oneself not only on BTS Helpdesk but as well as other BTS Teams’ and departments’ policies and procedures to ensure that he can answer customer inquiries or process tickets accordingly.

• Assists other BTS teams projects to gain further knowledge and to help in its completion on time.

• Creates reports/ documentations that may be assigned to ensure submission on time.

• Performs other tasks that may be assigned from time to time.

REQUIREMENTS:

• Graduate of a bachelor's degree preferably related to Information Technology or Computer Science or Computer Engineering.

• Preferably attended IT related topic seminars and lectures.

• At least 3 months training experience in relevant or related role/capacity

• 1 year or more of relevant and related experience in BPO industry is an advantage

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