IT Helpdesk

Hammerjack Pty Ltd; Philippines; On-site; PHP 279,000 - 446,000; Full time

Job summary

TaskUs in Las Piñas, Philippines, is seeking an IT Help Desk professional to deliver high-quality technical support to end users with diverse technical backgrounds. You will triage incidents, diagnose problems, and guide users to resolution while maintaining a courteous, customer-focused attitude.

With at least two years in helpdesk or a call center, you will work on a 100% onsite team on a rotational schedule, using Active Directory, Windows/Mac OS, Google Suite, and VPN basics to keep users

Qualifications

• At least 2 years of Helpdesk and/or call center experience.
• Proficient in English writing and oral communication.
• Highly organized with strong problem-solving abilities.
• Ability to work in a fast-paced environment with changing priorities.
• Willing to work on a rotational shifting schedule.

Responsibilities

• Perform incident triage and escalate or resolve based on incident scope.
• Diagnose and resolve hardware, software, OS, applications, connectivity, peripherals, and basic network issues.
• Document incidents, troubleshoot according to procedures, update tickets, and elevate when needed.
• Assist users with system access, password/account issues, software usage, device configuration, and common PC problems with clear guidance.
• Answer incoming support inquiries via chat, phone, and email.
• Maintain ticket backlog and log activities in the Help Desk system, adhering to SLOs.
• Keep knowledge base articles and technical documentation up to date.

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.

TaskUs People First culture has grown the company to have approximately 45K employees worldwide. We are currently in twenty-three locations across twelve countries, including 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:

TaskUs provides world-class benefit packages with competitive industry salaries to all its employees. With well-developed departments, such as Total Rewards, Wellness, HR, and Diversity, we continuously thrive in supporting a People First culture. We are known for our inclusiveness and community impact. We also promote internal mobility and professional development at every step of an employee's career within TaskUs. Come be part of TaskUs that supports 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 successful

candidate 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 elevate 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 elevate 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)

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.