IT Supporter – Service Desk

Jobtailor; Parañaque; On-site; PHP 279,000 - 446,400; Full time

Job summary

Jobtailor is seeking an IT Support Specialist to assist customers via phone, email and chat, handling user admin requests and basic technical issues. You will be the first point of contact for IT clients and will document cases for the Service Desk while upholding KCS standards.

The role requires clear communication in English, strong troubleshooting skills, and proficiency with Microsoft Office, Exchange, Service Now and Active Directory.

Qualifications

• Graduate of any Bachelor’s degree or with at least 2-yr relevant working experience.
• Customer-oriented, enthusiastic, courteous, assertive and motivated to take charge of both customer engagement and problem resolution.
• Communicates effectively even under pressure.
• Excellent English speaking, reading and written skills.
• Analytical troubleshooting skills.
• Computer Skills Microsoft Office power user.

Responsibilities

• Support customers via phone, email and IM Chat.
• Process User Admin related requests and troubleshoot technical concerns.
• Acts as the first point of contact for IT clients in the organization.
• Communicates with Service Desk Customers via email, chat and phone.
• Maintains and manages the documentation of cases reported by Clients to the Service Desk.
• Acts a key role in the Incident Management process as first line of contact.
• Follows standards set out in the KCS methodology on a daily basis.
• Possesses basic ability to use Service Now, Microsoft Office, Exchange, Active Directory, and KCS methodology.

Skills

Customer service

Communication skills

English proficiency

Problem solving

Teamwork

Time management

Education

Bachelor’s degree or 2+ years experience

Tools

Service Now

Microsoft Office

Exchange

Active Directory

Job description

• Support customers via phone, email and IM Chat.
• Process User Admin related requests and troubleshoot technical concerns.
• Acts as the first point of contact for IT clients in the organization.
• Communicates with Service Desk Customers via email, chat and phone.
• Maintains and manages the documentation of cases reported by Clients to the Service Desk.
• Acts a key role in the Incident Management process as first line of contact.
• Follows standards set out in the KCS methodology on a daily basis.
• Possesses basic ability to use Service Now, Microsoft Office, Exchange, Active Directory, and KCS methodology.

Requirements

• Graduate of any Bachelor’s degree or with at least 2-yr relevant working experience.
• Customer-oriented, enthusiastic, courteous, assertive and motivated to take charge of both customer engagement and problem resolution.
• Acts with urgency and responds well under pressure.
• Ability to communicate complex technical context in customer friendly terms.
• Excellent attendance and punctuality, and capable of being self-managed.
• Team player, able to work closely with a few individuals.
• Excellent English speaking, reading and written skills.
• Analytical troubleshooting skills.
• Computer Skills Microsoft Office power user.

Core Competencies

Demonstrates strong customer service skills and technical troubleshooting abilities, effectively communicating complex information in a user-friendly manner. Proficient in using Service Now and Microsoft Office while adhering to KCS methodology for incident management.

Tools & Technologies

• Service Now
• Microsoft Office
• Exchange
• Active Directory