ICT Service Desk Staff

Acquire Intelligence; Pasig; On-site; PHP 180,000 - 300,000; Full time

Job summary

Acquire Intelligence in Pasig, Philippines, is seeking an IT Help Desk specialist to provide frontline support across phone, chat, and ticketing channels.

You will troubleshoot hardware and software issues, escalate complex incidents, mentor new hires, document problems, and contribute to a knowledge base for faster resolutions. Join a team focused on delivering high-quality customer service and collaborative problem solving in a fast-paced environment.

Qualifications

• 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.

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

Skills

Troubleshooting

Diagnostics

Customer Service

Documentation

End-user support

Mentoring

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!