Helpdesk Team Lead (ConnectOS Internal, Office based)

ConnectOS; Mandaluyong; On-site; PHP 320,000 - 400,000; Full time

Benefits offered by this job

Medical, Dental Coverage

Life insurance

Paid Vacation and Sick Leave

Annual appraisal

13th Month Pay

Office perks and wellness facilities

Career growth opportunities

Accessible location: Mega Tower, EDSA

Job summary

ConnectOS in Metro Manila is seeking a Helpdesk specialist to triage incidents and guide the team in solving IT/HR/Payroll queries. You will train colleagues, escalate where needed, and ensure tickets close within SLAs while keeping users informed.

The role requires strong stakeholder, people and communication skills, plus experience with ticketing systems and MS Office 365. On-site role with competitive benefits in Metro Manila.

Qualifications

• Good stakeholder management and negotiation skills.
• Strong people skills and ability to show empathy.
• Excellent organisational skills to juggle multiple tasks.
• Clear communications skills for all employee levels.
• Experience with ticketing systems and knowledge base articles.
• Background in support or hospitality is preferred.

Responsibilities

• Provide guidance and training to Helpdesk team and meet KPIs/SLAs.
• Escalate issues across departments as needed for Helpdesk.
• Resolve queries using standard documentation for One-Touch fixes.
• Own tickets and reassign undocumented issues to Resolver Groups.
• Follow up to ensure tickets close within SLA and update employees.
• Maintain knowledge base by documenting new solutions.
• Perform data entry and admin audits during off-peak hours.

Skills

Stakeholder management

People skills

Organisational skills

Communication

Ticketing systems

Knowledge base articles

Background in support or hospitality

Tools

MS Office 365

Ticketing system

Job description

Schedule: Monday - Friday (07:00 AM - 04:00 PM PHT)

What are we looking for?

Skills Required

• Good stakeholder management and negotiations skills.
• Good people skills and ability to show empathy.
• Good organisational skills with the ability to manage multiple tasks simultaneously.
• Strong communicationskills to effectively interact with employees at all levels.
• Experience with ticketing systems, knowledge base articles and MS Office 365.
• Background in support or hospitality preferred.

What will you do?

Incident Triage & Resolution

• Provide guidance and training to Helpdesk team and adhere to KPIs/SLAs.
• Escalation for all departments as it relates to the Helpdesk.
• Knowledge-Based Resolution: Solve queries (IT/HR/Payroll/etc) using standard documentation for "One-Touch" fixes.
• Ticket Ownership & Escalation: Reassign undocumented issues to specialized Resolver Groups.
• Proactively follow up with departments to ensure tickets are closed within SLA; keep employees updated.
• KB Maintenance: Identify knowledge gaps and help document new solutions for the shared repository.
• Operational Support: Perform data entry and administrative audits during off-peak hours.

Join the awesome team and enjoy these benefits & perks

• Medical, Dental Coverage and Life insurance from day 1 of employment
• Paid Vacation and Sick Leave (with Quarterly Sick Leave Conversion)
• Competitive salary package and annual appraisal
• Financial Assistance Program
• Mandatory Government Benefits and 13th Month Pay
• Complimentary Sleeping Quarters, Coffee at no cost
• Complimentary Office Fitness and Wellness Facilities at no cost
• Regular Company Events, Work Life Balance, and Career growth opportunities
• Accessible location at the heart of Metro Manila --- the Mega Tower, EDSA

Equal Employment Statement

Employment decisions at ConnectOS will be conducted without consideration of factors such as age', race, color, religion, gender, disability status, sexual orientation, gender identity or expression, genetic information, and marital status. ConnectOS ensures the full confidentiality of the data it processes.