IT Helpdesk Specialist - First-Line Tech Support

Questronix Corporation; Philippines; On-site; PHP 268,000 - 469,000; Full time

Job summary

Questronix Corporation in the Philippines is seeking an IT Helpdesk Support specialist to be the first point of contact for customers seeking technical assistance via phone or email, and to perform troubleshooting using diagnostic techniques.

The role requires strong communication, analytical problem-solving, and the ability to prioritize tasks in a fast-paced environment, with responsibilities including documenting issues, guiding users through solutions, and escalating complex problems when

Qualifications

• At least 2 years of experience providing level 1 or above help desk support in IT operations.
• Excellent communication skills.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.
• Patience for dealing with difficult customer-service situations.

Responsibilities

• Serve as the first point of contact for customers seeking technical assistance over the phone or email.
• Perform troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by customers.
• Walk the customer through the problem-solving process.
• Direct unresolved issues to the next level of support personnel.
• Provide accurate information on IT products or services.
• Record events and problems and their resolution in logs.
• Follow-up and update customer status and information.
• Pass on any feedback or suggestions by customers to the appropriate internal team.
• Identify and suggest possible improvements on procedures.

Skills

Communication skills

Analytical thinking

Customer service

Prioritization under pressure

Patience

Job description

Questronix Corporation in the Philippines is seeking an IT Helpdesk Support specialist to be the first point of contact for customers seeking technical assistance via phone or email, and to perform troubleshooting using diagnostic techniques.

The role requires strong communication, analytical problem-solving, and the ability to prioritize tasks in a fast-paced environment, with responsibilities including documenting issues, guiding users through solutions, and escalating complex problems when