Service Level Technician

Private Advertiser; Bacoor; On-site; PHP 279,000 - 446,000; Full time

Job summary

Private Advertiser in the Philippines is seeking an IT Support/Workforce Associate to join our operations team. The role focuses on maintaining dashboards, analyzing forecasts, and ensuring reliable computer systems and network services.

The position requires an Associate's degree and at least 1 year of IT support or BPO workforce experience, plus strong Excel skills and excellent communication. You will collaborate with operations managers to meet staffing needs and deliver timely reports.

Qualifications

• Associate's degree in computer science or related field is required.
• At least 1 year of experience in IT support or Workforce experience in a BPO setup.
• Excellent communication and interpersonal skills.
• Strong working knowledge of computer systems (Hardware and Software aspects).
• Analytical and problem-solving skills to troubleshoot and diagnose issues.
• Ability to work well in a team.
• Above average MS Excel skills, familiar with raw file report crafting, pivots and advanced formulas.
• Eye for detail and quick response time.
• Ability to drive compliance and process adherence.

Responsibilities

• Ensure all standard reporting/dashboard maintenance activities are delivered to high quality, according to service level agreements
• Seek opportunities to further streamline, automate and improve processes
• Proactively work with operations managers to ensure staffing requirements and seat allocations are understood and being addressed
• Analyze call and staff forecasts to identify needs and corrections
• Provide real-time assistance in troubleshooting hardware and software concerns by running diagnostics, documenting problems and resolutions, prioritizing problems, and assessing impact of issues
• Maintain, configure, and ensure reliable operation of computer systems and network services
• Monitor real-time adherence and communications, produce and analyze daily efficiency reports, and communicate staffing discrepancies to stakeholders
• Publish reports required by stakeholders
• Provide updates and fixes within promised time frames

Skills

Excellent communication

Team collaboration

Analytical skills

PC hardware & software basics

Education

Associate's degree in computer science or related field

Tools

MS Excel

Job description

Key responsibilities

• Ensure all standard reporting/dashboard maintenance activities are delivered to high quality, according to service level agreements

• Seek opportunities to further streamline, automate and improve processes

• Proactively work with operations managers to ensure staffing requirements and seat allocations are understood and being addressed

• Analyze call and staff forecasts to identify needs and corrections

• Provide real-time assistance in troubleshooting hardware and software concerns by running diagnostics, documenting problems and resolutions, prioritizing problems, and assessing impact of issues

• Maintain, configure, and ensure reliable operation of computer systems and network services

• Monitor real-time adherence and communications, produce and analyze daily efficiency reports, and communicate staffing discrepancies to stakeholders

• Publish reports required by stakeholders

• Provide updates and fixes within promised time frames

About you

• Associate's degree in computer science or related field

• At least 1 year of experience in IT support or Workforce experience in a BPO Setup

• Excellent communication and interpersonal skills

• Strong working knowledge of computer systems (Hardware and Software aspects)

• Analytical and problem-solving skills to troubleshoot and diagnose issues

• Ability to work well in a team

• Above average MS Excel skills, highly familiar with raw file report crafting, pivots and advance Excel formulas

• Eye for detail and quick response time

• Ability to drive compliance and process adherence