IT Helpdesk

THOUGHTFOCUS Inc.,PH; Tili; On-site; PHP 167,000 - 279,000; Full time

Job summary

THOUGHTFOCUS Inc.,PH is seeking a Technical Support Helpdesk professional to join a responsive inbound contact centre. You will assess, document, and resolve basic client issues, respond to routine technical inquiries, and support platform and product concerns, guiding clients to helpful self-service resources.

The role emphasizes timely resolution and cross-team collaboration. The ideal candidate will have excellent communication, a solid grasp of software platforms, strong analytical skills,

Qualifications

• Excellent communication skills to explain technical and non-technical solutions clearly.
• Solid understanding of software and technology.
• Strong analytical and problem-solving abilities.
• Client-centric approach to resolving issues.
• Ability to document, assess, and manage support cases accurately.
• Collaborates effectively with team members, management, Client Services, IT, and other departments.
• Willingness to learn platform and product functionality and use knowledge resources.

Responsibilities

• Monitor, document, and manage the end-to-end resolution process promptly.
• Communicate case status updates clearly with clients.
• Provide accurate and efficient resolutions to support cases, coordinating with team members and other departments as needed.
• Respond to routine technical and functional inquiries relating to software platforms and products.
• Follow up on unresolved issues and escalate when required.
• Coordinate with Client Services and IT to identify patterns in client issues.
• Contribute to the knowledge management process through effective use of support materials.
• Guide clients in using available self-help resources.

Skills

Communication skills

Software knowledge

Analytical problem-solving

Client-centric

Documentation & case management

Team collaboration

Willingness to learn

Job description

About the role

As a Technical Support Helpdesk professional, you will provide quality and professional software support that delivers a high degree of client satisfaction. Working within an inbound contact centre, you will assess, document, and resolve basic client issues, respond to routine technical and functional enquiries, and support platform and product‑related concerns. You will manage issues through to resolution, following up or escalating cases when required.

Key responsibilities

• Monitor, document, and manage the end-to-end resolution process promptly.
• Communicate case status updates clearly and effectively with clients.
• Provide accurate and efficient resolutions to support cases, working with team members, management, or other departments as necessary.
• Respond to routine technical and functional enquiries relating to software platforms and products.
• Follow up on unresolved issues and esc…
• Coordinate with Client Services and IT to identify patterns in client issues and behaviours.
• Contribute to the knowledge management process through the effective use of support materials.
• Guide clients in using available self‑help resources.

What we're looking for

• Excellent communication skills, with the ability to explain technical and non‑technical solutions clearly.
• A sound understanding of software and technology.
• Strong analytical and problem‑solving skills.
• A client‑centric approach to resolving issues.
• The ability to assess, document, and manage support cases accurately.
• The ability to collaborate effectively with team members, management, Client Services, IT, and other departments.
• A willingness to learn platform and product functionality and use knowledge resources effectively.