IT Service Desk

ECLARO; Quezon City; On-site; PHP 340,000 - 420,000; Full time

Job summary

ECLARO is looking for an IT Service Desk professional in Metro Manila to deliver frontline support for software and hardware issues. You will receive, triage, and respond to user calls, document problems, and strive for first-contact resolution.

The role requires 2–5 years in IT Helpdesk, strong networking and hardware knowledge, excellent customer service, and the ability to explain technical concepts clearly both verbally and in writing.

Qualifications

• Associate degree or equivalent in MIS/IT or related field.
• 2–5 years IT Helpdesk experience.
• Strong networking and hardware knowledge.
• Excellent customer service and troubleshooting skills.
• Ability to explain complex tech clearly, verbally and in writing.
• Remote support experience is a plus.

Responsibilities

• Receive, prioritize and respond to user calls identifying and requiring major software or hardware problems and issues
• Receives calls from users to resolve simple and complex computer software and hardware problems
• Provides services including inquiries of how to set up and use specific software, technical printer, word processing, electronic mail, and operating system issues
• Contacts software and hardware product support vendors to correct, replace or provide technical support and information.
• Initiates, escalates, or resolves problem tickets and/ or service requests.
• Troubleshoots and resolves technical problems, escalates to support resources.
• Other duties as assigned.

Skills

Networking knowledge

Hardware knowledge

Microsoft NOS/OS knowledge

Customer service skills

Troubleshooting skills

Clear verbal/written communication

Remote support experience

Education

Associate's degree in MIS/IT or related field

Job description

IT Service Desk

Responsibilities

• Receive, prioritize and respond to user calls identifying and requiring major software or hardware problems and issues

IT Service Desk

Responsibilities

• Receive, prioritize and respond to user calls identifying and requiring major software or hardware problems and issues
• Receives calls from users to resolve simple and complex computer software and hardware problems
• Provides services including inquiries of how to set up and use specific software, technical printer, word processing, electronic mail, and operating system issues
• Contacts software and hardware product support vendors to correct, replace or provide technical support and information.
• Initiates, escalates, or resolves problem tickets and/ or service requests.
• Troubleshoots and resolves technical problems, escalates to support resources.
• Other duties as assigned.

Qualifications

• Educational Attainment:
• Associate's degree in MIS/IT, computer science or a related field; or equivalent combination of education, experience and training that provides the required knowledge and skill
• Work Experience:
• Minimum 2 - 5 years or experience in IT Helpdesk Support
• Competencies and Skills:
• Networking and hardware knowledge
• Thorough understanding of Microsoft products - NOS, OS and other applications
• Excellent customer service skills
• Excellent troubleshooting skills
• Ability to express complex technical concepts effectively, both verbally and in writing
• Remote support experience, a plus