IT Help Desk

TaskUs; Philippines; On-site; PHP 335,000 - 469,000; Full time

Job summary

TaskUs is looking for an IT Help Desk professional to provide timely technical support to end-users in a fast-paced BPO environment in Las Piñas, Philippines. You will diagnose and resolve hardware, software, and network issues while maintaining high service levels.

The role requires at least two years of helpdesk experience, strong English communications, and proficiency with Windows/Mac OS, Google Workspace, AD, and Exchange. Onsite work schedule with rotational shifts.

Qualifications

• 2+ years of helpdesk or call center experience.
• Proficient in Windows and Mac OS environments.
• Experience with Google Workspace and MS Office.

Responsibilities

• Perform incident triage and resolve or escalate per scope.
• Diagnose hardware, software, OS, network issues on desktops/laptops.
• Document incidents, troubleshoot per procedures, update tickets.
• Assist users with access, passwords, software usage, device config.
• Answer inquiries via chat, phone, email and other channels.
• Maintain ticket backlog and track through SLAs, update KB articles.

Skills

Helpdesk experience

Windows & Mac OS

Google Workspace

Active Directory

Networking basics

VPN basics

English communication

Education

Bachelor's degree or equivalent

Tools

Exchange Admin

Microsoft Office

Active Directory

Job description

**About TaskUs:**TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech. The People First culture at TaskUs has enabled the company to expand its workforce to approximately 60,000 employees globally. Presently, we have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States. It started with one ridiculously good idea to create a different breed of Business Processing Outsourcing (BPO)! We at TaskUs understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment’s notice, and mastering consistency in an ever-changing world. **What We Offer:**At TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity. We take pride in our inclusive environment and positive impact on the community. Moreover, we actively encourage internal mobility and professional growth at all stages of an employee's career within TaskUs. Join our team today and experience firsthand our dedication to supporting People First.**What can you expect in a “IT Help Desk” role with TaskUs:**The role will deliver quality technical support service to end customers of varying technical backgrounds and ensure clients' satisfaction by meeting or exceeding customer Service Level Objectives. A successfulcandidate is expected to maintain a professional, courteous, and customer-focused attitude while supporting customers.The role will be handling technical support requests from end users and IT professionals alike, adapting your responses to the technical ability of your audience. You will rely on your skills and knowledge to respond to, and diagnose incidents through discussions with users.**Key Responsibilities:*** Perform incident triage and escalate or resolve based upon incident scope.* Diagnose and resolve hardware, software, operating system, application, connectivity, peripheral, and basic network issues affecting desktops and laptops.* Document incidents accurately, perform troubleshooting within established procedures and SLOs, maintain ticket updates, and escalate issues that require higher-level technical support.* Assist users with system access, password/account issues, software usage, device configuration, and common PC problems while providing clear instructions and confirming the issue is resolved before closure.* Answer incoming support inquiries via various channels (chat, phone, email, etc.)* Continuously maintain ticket backlog, recording support activities in our Help Desk ticketing system and follow up within customer Service Level Objective targets.* Keep up to date with knowledge base articles and other technical-related documentation.**Required Qualifications:*** At least 2 years of Helpdesk and/or call center experience* Tech savvy with working knowledge of Microsoft domain environments, Windows OS, MAC OS, Google Suite, Basic Networking Fundamentals, Exchange Admin, and Microsoft Office.* Must be proficient in Active Directory, working knowledge of general IT infrastructure, Networking, and VPN basics.* Confident in English writing and oral communication skills to all audiences* Extremely organized and has an excellent ability to communicate and solve problems* Ability to work in a fast-paced environment with dynamic priority evolution* Excellent customer service with a strong sense of urgency* Has a can-do attitude and strong attention to detail* Willing to work on a rotational shifting schedule**Education / Certifications:*** Bachelor's Degree in Computer Science, Computer Engineering, Engineering Communications and/or equivalent experience.**Work Location / Work Schedule / Travel:*** Las Pinas* 100% onsite work setup* GY Schedule (Rotational as needed)