IT Service Desk

ECLARO; Quezon City; On-site; PHP 279,000 - 446,400; Full time

Job summary

The IT Service Desk role based in Caliber Collision department in Quezon City, Philippines, provides first-level support for software and hardware issues. You will receive and triage user calls, guide users on software use, printer and OS problems, and liaise with product vendors as needed to fix issues.

Ideal candidates hold an associate degree in MIS/IT or related field and have 2–5 years of IT helpdesk experience, with strong customer service and troubleshooting skills.

Qualifications

• Educational attainment: Associate's degree in MIS/IT, computer science or related field, or equivalent combination of education, experience and training.

Responsibilities

• Receive, prioritize and respond to user calls identifying and requiring major software or hardware problems and issues
• Receive calls from users to resolve simple and complex computer software and hardware problems
• Provide services including inquiries on how to set up and use specific software, technical printer, word processing, electronic mail, and operating system issues
• Contact software and hardware product support vendors to correct, replace or provide technical support and information
• Initiate, elevate, or resolve problem tickets and/or service requests
• Troubleshoot and resolve technical problems, escalating to support resources when necessary
• Other duties as assigned

Job description

Position Title: IT Service Desk

Department: Caliber Collision

Reporting Relationships

• Reports To: David Reaka

Details of Duties and Responsibilities

• Receive, prioritize and respond to user calls identifying and requiring major software or hardware problems and issues
• Receive calls from users to resolve simple and complex computer software and hardware problems
• Provide services including inquiries on how to set up and use specific software, technical printer, word processing, electronic mail, and operating system issues
• Contact software and hardware product support vendors to correct, replace or provide technical support and information
• Initiate, elevate, or resolve problem tickets and/or service requests
• Troubleshoot and resolve technical problems, escalating to support resources when necessary
• Other duties as assigned

Qualification Standards

• 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 experience in IT Helpdesk Support
• Competencies and Skills:
  • Networking and hardware knowledge
  • Thorough understanding of Microsoft products – DOS, 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