IT Technical Support

Recruitify_HR; Manila; On-site; PHP 279,000 - 446,400; Full time

Job summary

A leading HR service provider in the Philippines seeks a professional for IT service desk responsibilities. The role involves diagnosing and resolving incidents and requests while maintaining communication with clients. Ideal candidates should have a degree, 2-4 years of IT service desk experience, and a year in BPO. Strong communication skills and attention to detail are essential. Immediate joiners preferred. This position offers opportunities for growth and development.

Qualifications

• At least 2-4 years of relevant ITSD experience.
• One year experience in BPO.
• Experience in resolving support tickets.

Responsibilities

• Provide first and second-line investigation and diagnosis.
• Resolve and close incidents/service requests as per procedures.
• Ensure tickets are updated until issues are resolved.

Skills

Investigation and diagnosis

Incident resolution

Strong communication skills

Attention to detail

Education

Bachelor's Degree or 2 years college

Associate Graduate or College Graduate

Job description

Essential Responsibilities and Duties

• Provides First and second-line investigation and diagnosis
• Resolves and closes incidents/service requests as per Service desk procedures & allocated timelines
• Escalates unresolved incidents/service requests within agreed timescales
• Logs relevant incident/service request details per Service desk procedures
• Communicates with client regarding incident progress
• Ensures tickets are always updated until issues are resolved
• Managing, prioritizing, and documenting incoming questions and support requests by phone, email, chat, or in person.
• Resolving technical issues quickly and efficiently
• Installing and configuring necessary software and meeting end-user needs
• Escalating any serious problems to relevant departments and teams
• Ensuring optimal network performance
• Performing system updates, tests, and maintenance to avoid service interruptions
• Monitoring and reporting service desk tickets
• Analyzing IT incident reports and questions to identify any trends to make recommendations for changes and to prevent future problems
• Producing user manuals and guidance for end-users
• Creates/maintains documentation on Back Desk
• Special events coverage
• Local network support and/or assists centralized Network team
• Hardware/software selection, procurement, setup, installation, configuration, upgrades, monitoring, and troubleshooting
• User account creation/deletion and file permissions
• Laptop / Desktop Backup management and maintenance
• Assist all Joiners, Movers and Leavers tasks in the respective site
• Involved in Stock and Asset Management activities and coordinate with Stock Management

Qualifications

• Bachelor's Degree or completed at least 2 years in college with no back subjects
• Associate Graduate, College Graduate
• At least 2-4 years of relevant ITSD experience is required
• One year BPO experience
• Experience in resolving tickets
• Ability to work independently and take initiative
• Strong communication skills, both written and oral
• Maintains strong attention to detail in high-pressure situations
• Willingness to work flexible hours when needed
• Immediate joiners are preferred
• Updated resume is required
• Current and former employees of TCS should be rejected
• Must not be a job hopper who only stays less than a year per company