IT Helpdesk Specialist - First-Line Tech Support

BDO Unibank; Davao City; On-site; PHP 300,000 - 420,000; Full time

Job summary

BDO Unibank is seeking a skilled Technical Support professional to handle technology inquiries from the Contact Center teams, ensuring timely incident management from initial ticketing to resolution. The role requires strong problem-solving, communication, and a solid understanding of Windows environments and networking.

Responsibilities include monitoring incidents, coordinating with IT Support, and producing reports while complying with bank policies.

Qualifications

• Bachelor’s degree relevant to the job.
• Technology background and/or contact center experience preferred.
• Experience in banking industry is an advantage.

Responsibilities

• Handle technology inquiries, requests, problems, and concerns for CCC teams.
• Acknowledge incidents escalated to Technical Support.
• Open and manage incident tickets and ensure follow-up and closure.
• Escalate major issues to CCC heads to drive resolution.
• Coordinate incidents with IT Support and Helpdesk teams.
• Submit required reports related to inquiries and problems.
• Adhere to bank policies and strive to meet KPI targets.
• Monitor status of scheduled activities and projects.
• Maintain organized workstation and equipment.

Skills

Problem Solving

Communication skills

Windows OS

Networking Troubleshooting

PC Troubleshooting

Customer service

Education

Bachelor's degree relevant to the job

Tools

MS Teams

MS Office

Outlook

Windows Server 2008

Job description

BDO Unibank is seeking a skilled Technical Support professional to handle technology inquiries from the Contact Center teams, ensuring timely incident management from initial ticketing to resolution. The role requires strong problem-solving, communication, and a solid understanding of Windows environments and networking.

Responsibilities include monitoring incidents, coordinating with IT Support, and producing reports while complying with bank policies.