Tech Helpdesk Officer

BDO Unibank; Davao City, Hinoba-an; On-site; PHP 360,000 - 540,000; Full time

Job summary

BDO Unibank is seeking an IT Helpdesk/Technical Support Associate in Davao City to provide first-line assistance for CCC teams, handle incidents, and coordinate resolutions with IT and Helpdesk. The role emphasizes strong communication, problem-solving, and adherence to bank policies.

Ideal candidates have experience in technology support or contact centers, familiarity with Windows environments, and a customer-service mindset within a banking context.

Qualifications

• Bachelor’s degree or higher related to the job field.
• Experience with technology support and/or contact center environments.
• Banking industry experience is advantageous.

Responsibilities

• Handle all technology-related inquiries, requests, and problems for CCC teams.
• Acknowledge incidents and escalation when needed.
• Open and track incident/problem tickets and coordinate resolution.
• Escalate major issues to CCC leadership to facilitate fixes.
• Report and coordinate incidents to IT Support and Helpdesk teams.
• Submit required reports to superiors for inquiries and issues.
• Follow bank policies and meet KRA/KPI targets.
• Monitor status of scheduled activities or projects.
• Keep workstation and equipment organized and up-to-date.
• Perform any other duties as assigned.

Skills

Problem Solving

Communication Skills

Windows desktops

Windows Server

Troubleshooting

Customer service

Incident management

Education

Bachelor’s degree relevant to the job

Tools

MS Office

Lotus Notes

MS Teams

Email clients

Job description

Select how often (in days) to receive an alert:

Business Unit: Enterprise Services Group

Department:

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. 1. Handle all technology related inquiries, requests, problems, and concerns of all CCC teams.
2. 2. Acknowledge all incidents and problems escalated to Technical Support team.
3. 3. Open incident/problem tickets, assign technical personnel, follow-up open tickets, and close incident/problem tickets.
4. 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. 5. Report/Escalate/Coordinate incidents, problems, and concerns of any CCC teams/personnel to IT Support and Helpdesk teams.
6. 6. Submits required reports and documentation to immediate superior related to inquiries, requests, problems and concerns
   received.
7. 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. 8. Monitors and report status of scheduled activities and/or projects.
9. 9. Upkeep and maintains an organized workstation, office equipment, office supplies and tools.
10. 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. 1. Customer service.
2. 2. Technical and computer literate.
3. 3. Knowledge of techniques and tools.

Skills

1. Skills 1. Problem Solving and Decision-making skills.
2. 2. Excellent Communication Skills (verbal and written).
3. 3. Working knowledge of Windows desktops (i.e. Windows 10) and server operating
   systems (i.e. Windows Server 2008).
4. 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. 5. Adept in setting-up and configuring PC applications including various peripherals
   and knows how to perform 1st level troubleshooting.
6. 6. Good customer service orientation.

Personal Attributes

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

Others

1. 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. 2. Must be a member of good standing in the relevant industry, business or professional
   organization.
3. 3. Must have the ability to breakdown complex problems and provide alternative solutions.
4. 4. Must have the ability to embrace change and work comfortably in a fast-paced,
   multi-cultural, matrix environment.
5. 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. 6. Must be willing and able to adjust to shifting schedules and if necessary, work locations.
7. 7. Must understand and support the Bank's objective to meet Service Levels, which
   entails the employee's willingness and ability to do overtime when the need arises
8. 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. 9. Must strongly believe, support, and embody the Bank's mission and vision of providing
   the best service to all our customers.

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