Tech Helpdesk Officer

BDO Unibank; Davao City; On-site; PHP 300,000 - 420,000; Full time

Job summary

BDO Unibank is seeking a skilled Technical Support professional to handle technology inquiries from the Contact Center teams, ensuring timely incident management from initial ticketing to resolution. The role requires strong problem-solving, communication, and a solid understanding of Windows environments and networking.

Responsibilities include monitoring incidents, coordinating with IT Support, and producing reports while complying with bank policies.

Qualifications

• Bachelor’s degree relevant to the job.
• Technology background and/or contact center experience preferred.
• Experience in banking industry is an advantage.

Responsibilities

• Handle technology inquiries, requests, problems, and concerns for CCC teams.
• Acknowledge incidents escalated to Technical Support.
• Open and manage incident tickets and ensure follow-up and closure.
• Escalate major issues to CCC heads to drive resolution.
• Coordinate incidents with IT Support and Helpdesk teams.
• Submit required reports related to inquiries and problems.
• Adhere to bank policies and strive to meet KPI targets.
• Monitor status of scheduled activities and projects.
• Maintain organized workstation and equipment.

Skills

Problem Solving

Communication skills

Windows OS

Networking Troubleshooting

PC Troubleshooting

Customer service

Education

Bachelor's degree relevant to the job

Tools

MS Teams

MS Office

Outlook

Windows Server 2008

Job description

Job Description:

Job Mandate

Primarily responsible for providing excellent service and assistance to all technical related inquiries, requests, problems, and concerns of all Contact Center teams, officers, and management. Provides timely and quality handling of inquiries, requests, problems, and concerns received via phone call or text, Viber, MS Teams, and corporate email. Responsible for incident handling, ticketing, and first level checking/fixing. Monitors and report status of all scheduled support activities and projects.

Duties and Responsibilities

• 1. Handle all technology related inquiries, requests, problems, and concerns of all CCC teams.
• 2. Acknowledge all incidents and problems escalated to Technical Support team.
• 3. Open incident/problem tickets, assign technical personnel, follow-up open tickets, and close incident/problem tickets.
• 4. Escalate/Report major issues or problems to CCC Head, Technology & Support Head, CCC Technology Section Head, and Technology Operations Manager to facilitate resolution.
• 5. Report/Escalate/Coordinate incidents, problems, and concerns of any CCC teams/personnel to IT Support and Helpdesk teams.
• 6. Submits required reports and documentation to immediate superior related to inquiries, requests, problems and concerns received.
• 7. Complies strictly with the bank’s standard policies, procedures and guidelines in the performance of day-to-day tasks to meet agreed KRA/KPI targets and quality standards at all times.
• 8. Monitors and report status of scheduled activities and/or projects.
• 9. Upkeep and maintains an organized workstation, office equipment, office supplies and tools.
• 10. Performs other duties that maybe assigned from time to time.

Minimum Qualification Requirements

Education Bachelor’s degree relevant to the job

Work Experience

• At least with technology background and/or contact center experience.
• Experience in banking industry is an advantage.

Knowledge Area

• 1. Customer service.
• 2. Technical and computer literate.
• 3. Knowledge of techniques and tools.

Skills

• 1. Problem Solving and Decision-making skills.
• 2. Excellent Communication Skills (verbal and written).
• 3. Working knowledge of Windows desktops (i.e. Windows 10) and server operating systems (i.e. Windows Server 2008).
• 4. Knows how to troubleshoot problems involving Data networking (i.e. LAN/WAN), Voice/Telephony systems, Video systems, productivity suite programs (i.e. MS Office, Open Office and Libre Office), and various email client programs (i.e. Lotus Notes and MS Outlook).
• 5. Adept in setting-up and configuring PC applications including various peripherals and knows how to perform 1st level troubleshooting.
• 6. Good customer service orientation.

Personal Attributes

• 1. Learning agility
• 2. Professionalism, Personal Credibility and Personal Integrity
• 3. Flexibility and adaptability
• 4. Stress Tolerance
• 5. Teamwork and Collaboration
• 6. Initiative and Resourcefulness
• 7. Customer Focus
• 8. Excellence in Execution
• 9. Detailed and results-oriented
• 10. Hard working
• 11. Values integrity/credibility
• 12. Adaptable to changes

Others

• 1. Must be fit and proper for the position, and in this regard, the following shall be considered:
  a. Integrity/probity,
  b. Physical and mental fitness,
  c. Competence,
  d. Relevant education and financial literacy training,
  e. Diligence, and
  f. Knowledge/experience.
• 2. Must be a member of good standing in the relevant industry, business or professional organization.
• 3. Must have the ability to breakdown complex problems and provide alternative solutions.
• 4. Must have the ability to embrace change and work comfortably in a fast-paced, multi-cultural, matrix environment.
• 5. Must be capable of expressing him/herself clearly and succinctly in speech and writing; communicating in a focused and compelling way that captures and holds others’ attention.
• 6. Must be willing and able to adjust to shifting schedules and if necessary, work locations.
• 7. Must understand and support the Banks objective to meet Service Levels, which entails the employees willingness and ability to do overtime when the need arises.
• 8. Must be willing and able to take on work that may fall outside of their normal responsibilities, expand their skill sets, and explore new avenues for professional growth.
• 9. Must strongly believe, support, and embody the Banks mission and vision of providing the best service to all our customers.