ICT Service Desk Staff

AIPI Acquire Intelligence Philippines Inc.; Pasig; On-site; PHP 279,000 - 502,200; Full time

Job summary

Acquire Intelligence Philippines Inc. is seeking an IT Helpdesk Support Specialist to troubleshoot equipment, respond to tickets via phone, chat, and email, and escalate issues when needed. You will mentor new hires during nesting and maintain documentation for end-user problems.

The role covers software, hardware, networking, and data center tasks. We value clear communication, attention to detail, and strong customer service. Shifts may include evenings, weekends, and holidays.

Qualifications

• Excellent written and verbal communication skills.
• Superior analytical and problem-solving abilities with keen attention to detail.
• Ability to respond to requests for technical assistance via phone and electronic means.
• Ability to diagnose problems in a complex environment and provide effective solutions quickly.
• Ability to follow, document, and maintain standard procedures.
• Willing to work variable shifts including evenings, weekends and public holidays.

Responsibilities

• Troubleshoots equipment malfunctions and corrects them as directed by knowledge-based tool or supervisor.
• Takes immediate action to escalated tickets and close it as soon as issue has been confirmed resolved.
• Provide IT support services over the phone, chat, tickets and through other electronic means.
• Mentor’s new hires during the nesting period.
• Document, track and monitor end-user problems to ensure timely resolution.
• Research and implement fixes for new issues.
• May work with infrastructure and create new solutions.
• Assists with maintaining an accurate Service Desk knowledge-based tool.
• Area of support includes: Troubleshooting, software problems. configuration, database administration, network setup/diagnoses, and repair for server, network, infrastructure, Data Center, email, file shares, and other infrastructure issues
• Virus/Spyware Removal/Detection
• Reports complex issues to Incident Manager

Skills

Communication skills

Analytical thinking

Problem solving

Documentation

Customer focus

Job description

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

DUTIES AND RESPONSIBILITIES

• Troubleshoots equipment malfunctions and corrects them as directed by knowledge-based tool or supervisor.
• Takes immediate action to escalated tickets and close it as soon as issue has been confirmed resolved.
• Manage more complex proactive events, perform advanced diagnostics, escalation third-party problems, be they software or hardware vendor, and gather pertinent details enabling escalation to Supervisor / Manger when necessary.
• Provide IT support services over the phone, chat, tickets and through other electronic means and assist with field work if necessary.
• Mentor’s new hires during the nesting period.
• Document, track and monitor end-user problems to ensure timely resolution.
• Research and implement fixes for new issues.
• May work with infrastructure and create new solutions.
• Assists with maintaining an accurate Service Desk knowledge-based tool.
• Area of support includes: Troubleshooting, software problems. configuration, database administration, network setup/diagnoses, and repair for server, network, infrastructure, Data Center, email, file shares, and other infrastructure issues
• Virus/Spyware Removal/Detection
• Reports complex issues to Incident Manager

MINIMUM REQUIREMENTS

• Ability to follow, document, and maintain standard procedures.
• Superior analytical and problem-solving abilities with keen attention to detail.
• Ability to respond to requests for technical assistance via phone and through other electronic means.
• Technical discipline to effectively perform routine assignments; as well as applied knowledge of established procedures, policies and practices.
• Ability to diagnose the cause of a problem in a complex environment and provide effective solutions quickly.
• Interpersonal and communication skills necessary to train others in computer system.
• Ability to simplify complex technical terms when assisting end-user.
• Ability to communicate problems with supervisors as they become known.
• Ability to meet deadlines
• Able to react to change productively and handle other essential tasks as assigned.
• Excellent written and verbal communication skills including interpersonal / customer service skills
• Must possess a strong commitment to high-quality customer service and solid work ethic.
• Exceptionally self-motivated and directed with ability to set and manage priorities judiciously.
• Ability to provide Acquire Intelligence customers with outstanding customer care and service at all times.
• Willing to work variable shifts including evening, weekends and public holidays.

Join the A-Team and experience the A-Life! Acquire Intelligence is an award-winning, global business outsourcer with 10,000 staff and over 16-years’ experience in delivering intelligent contact center and back-office functions for global businesses across many industries including telecommunications, banking and financial services, insurance, media, education and retail. We're an entrepreneurial business that is highly experienced in working with our partners to solve real-life problems quickly. A genuine partnership approach is at the heart of we do. Our teams are highly proficient in exceeding expectations, especially in situations where in‑house teams may be typically challenged with the business processes of “big business.” We have Class A offices in 14 locations across Australia, the Dominican Republic, the Philippines and the United States, as well as comprehensive Work-from-Home environments, where client-permitted. We're recognized as being Safe, Flexible and Innovative, giving our clients the capability to Outsource with confidence. As a dynamic organization with the ability to take your career to the next level, we're looking for strong candidates with BPO experience to join our growing team. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages. Acquire takes your privacy very seriously. The information collected through this site will only be processed with your prior consent and for the purpose of facilitating your employment opportunities. If you have provided consent and wish to withdraw it, you may click on the account settings and submit a request to delete your information. You may also inform us by writing to the address in the section on “Access Rights to Personal Data” or send us an email to [e-mail]. Please refer to our Privacy Policy at https://acquire.ai/ph/privacy-policy/.