IT Helpdesk

TaskUs; Las Piñas; On-site; PHP 312,000 - 469,000; Full time

Job summary

TaskUs is seeking an IT Help Desk professional to provide technical support for Windows and Apple devices at our Las Piñas location. You will handle end-user requests across chat, phone and email, maintain the ticketing backlog, and ensure knowledge base articles are current. 100% onsite with rotating shifts.

Bachelor's in relevant field preferred; ITIL/MCP nice-to-have. Responsibilities include diagnosing hardware/software issues, troubleshooting, and communicating effectively with a diverse

Qualifications

• Bachelor's degree in CS/CE/Engineering Communications or equivalent experience.
• ITIL qualification and MCP certification preferable but not required.
• Proven experience as a Help Desk technician or other customer support role.

Responsibilities

• Diagnose and resolve hardware and software problems on Windows and Apple devices.
• Triage incidents and escalate or resolve based on incident scope.
• Answer support inquiries via chat, phone, email; maintain HelpDesk ticketing record.
• Keep knowledge base articles up to date; perform other duties as needed.

Skills

Windows OS

Apple environments

macOS

Google Suite

Microsoft Office

Active Directory

VPN basics

IT infrastructure basics

ITSM ticketing systems

Network Management Tools

Education

Bachelor's degree in Computer Science/Computer Engineering/Engineering Communications

Tools

ITSM ticketing systems

Network Management Tools

Job description

What can you expect in an IT Help Desk role with TaskUs:

As an IT Help Desk , you will be responsible for providing technical support and assistance to employees within our organization who use Apple devices.

You will troubleshoot hardware and software issues, configure devices, manage system updates, and ensure seamless operation of Apple products across the business environment. You 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 professional knowledge to respond to, and diagnoses incidents through discussions with users.

Key Responsibilities:

Diagnose and resolve hardware and software problems on Windows and Apple devices, including but not limited to connectivity issues, software glitches, and system errors. Perform incident triage and elevate or resolve based upon incident scope.

Answer incoming support inquiries via various channels (chat, phone, email, etc.) Maintain ticket backlog, recording support activities in our HelpDesk ticketing system. Keep up to date with knowledge base articles and other technical related documentation.

Other duties as needed or required.

Required Qualifications:

Proven experience as a Help Desk technician or other customer support role.

Tech savvy with working knowledge of Windows OS, Apple environments, MAC OS, line of business applications, Google Suite, and Microsoft Office. Creative problem-solving skills with a willingness to speak up and ask questions. Proficiency 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.

Skilled in utilizing ITSM ticketing systems and Network Management Tools is a plus.

Education / Certifications:

Bachelor's Degree in Computer Science, Computer Engineering, Engineering Communications and/or equivalent experience.

ITIL qualification and MCP certification are also preferable but not required.

Work Location / Work Schedule / Travel:

Las Pinas

100% onsite work setup GY Schedule (Rotational as needed) How

We Partner To Protect You:

TaskUs will neither solicit money from you during your application process nor require any form of payment in order to proceed with your application. Kindly ensure that you are always in communication with only authorized recruiters of TaskUs.

DEI:

In TaskUs we believe that innovation and higher performance are brought by people from all walks of life. We welcome applicants of different backgrounds, demographics, and circumstances. Inclusive and equitable practices are our responsibility as a business.

TaskUs is committed to providing equal access to opportunities. If you need reasonable accommodations in any part of the hiring process, please let us know.