IT Helpdesk Support

Questronix Corporation 2; Manila; On-site; PHP 240,000 - 360,000; Full time

Job summary

Questronix Corporation 2 in Manila is seeking a capable Help Desk Specialist to be the first point of contact for customers seeking technical assistance by phone or email.

You will troubleshoot, diagnose, and guide users through solutions, document issues in logs, and escalate complex problems while delivering excellent customer service. This role requires clear communication, analytical thinking, and the ability to work under pressure, with a focus on timely issue resolution.

Qualifications

• 2+ years of experience providing level 1+ help desk support.
• Excellent communication skills.
• Analytical and problem-solving abilities.
• Ability to prioritize and manage tasks under high pressure.
• Exceptional customer service orientation with patience.

Responsibilities

• Serve as the first point of contact for customers via phone or email.
• Troubleshoot using 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 feedback or suggestions by customers to internal teams.
• Identify and suggest improvements on procedures.

Skills

Excellent communication

Analytical thinking

Problem solving

Prioritization

Customer service orientation

Patience

Job description

Job Description:

• 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

Requirements

Qualifications:

• Atleast 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