Helpdesk Optimization Specialist

Automatic Data Processing, Inc.; Iloilo City; Remote; PHP 600,000 - 800,000; Full time

Benefits offered by this job

Remote work

Company-provided equipment

Job summary

Automatic Data Processing, Inc. is seeking a Helpdesk Optimization Specialist to enhance support efficiency through automation and AI initiatives. You will analyze ticketing data, implement new tooling, and lead AI-driven projects for remote teams.

You will work with platforms like Gorgias, Zendesk, and Helpscout, develop auto-ticketing and chatbot workflows, and report on KPIs to guide operations. This remote role fits candidates with 2+ years in helpdesk or IT support, and a passion for

Qualifications

• 2+ years in helpdesk administration or IT support.
• Hands-on experience with ticketing systems (Gorgias, Zendesk, Helpscout).
• Experience building automation (rules, macros, auto-ticket creation).
• Working knowledge of AI technologies and automation.

Responsibilities

• Analyze and optimize helpdesk systems and ticketing platforms.
• Implement automation tools to speed and accuracy of responses.
• Report on ticketing metrics and suggest improvements.
• Lead AI initiatives for remote agents and staff.
• Evaluate new AI technologies for potential benefits.

Skills

Helpdesk admin

Ticketing systems

Automation tools

AI familiarity

Tools

Gorgias

Zendesk

Helpscout

Job description

Helpdesk Optimization Specialist

The Helpdesk Optimization Specialist is responsible for optimizing helpdesk systems, implementing automation solutions, and leading AI-driven initiatives to improve the efficiency and performance of support operations. This role analyzes ticketing data, delivers reporting and insights for strategic and operational decision-making, and evaluates and integrates emerging AI technologies to benefit company operations.

Job Details

• Work Setup: Remote/WAH
• Equipment: Company-provided
• Type of Contract: Full-time
• Location: Philippines - Remote, PH

What does a day in the life of a Helpdesk Optimization Specialist look like?

• Analyze and optimize helpdesk systems, including Gorgias, Zendesk, Helpscout, and other ticketing platforms
• Implement automation tools, such as auto-ticket creation, chatbots, rules, and macros, to improve the speed and accuracy of helpdesk responses
• Report regularly on ticketing system metrics, including response times, issue types, and resolution times, and recommend areas for improvement
• Provide reports and insights on helpdesk data to support strategic and operational decision-making
• Lead AI initiatives, such as chatbot development, predictive maintenance, and process automation, for use by remote agents and internal staff
• Analyze and evaluate new AI technologies that could benefit company operations, particularly within the outsourced services industry
• Integrate AI-based solutions to enable more efficient problem-solving
• Manage special projects assigned by IT leadership, including those involving AI solutions
• Provide training and support to team members on AI-related systems and tools
• Adhere to company policies and procedures
• Meet or exceed performance targets for related KPIs
• Continuously improve knowledge of helpdesk systems, automation, AI technologies, and industry best practices through training and learning initiatives
• Collaborate with other departments as needed
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times
• Perform other duties as assigned

What are the required qualifications for a Helpdesk Optimization Specialist?

• Minimum of two (2) years of experience in helpdesk administration, IT support, or a related technical role
• Hands-on experience administering ticketing systems such as Gorgias, Zendesk, or Helpscout
• Experience building helpdesk automation, including rules, macros, chatbots, and auto-ticket creation
• Working knowledge of AI technologies and automation