Technical Support Representative / Service Desk

Trinity Workforce Solutions; Philippines; On-site; PHP 279,000 - 469,000; Full time

Benefits offered by this job

Quarterly performance bonus

Night differential 15%

Career development opportunities

Fair work-life balance

HMO and life insurance for employee &

2 dependents for free

24 Leaves annually

Inside CBD area

Gym, pantry, karaoke room, sleepingQu

Job summary

Trinity Workforce Solutions in the Philippines is seeking a Technical Support Representative / Service Desk to provide first-line help desk support via telephone, chat, email, and self-service portals for hardware, systems, and applications.

The role requires at least 18 months of BPO experience in technical support or service desk, with working knowledge of Windows, Mac, ITSM, networks and infrastructure, plus ticket analysis—all while multi-tasking in a fast-paced shift environment.

Qualifications

• Bachelor's degree in any field.
• At least 18 months of BPO experience in technical support or service desk.
• Working knowledge of Windows, Mac, ITSM, networks and infrastructure.
• Experience on ticket analysis and identifying issue trends.
• Excellent interpersonal, communication and analytical skills.
• Ability to multi-task in a fast-paced environment and willingness to work shifts.

Responsibilities

• Provide first-line telephone, chat, email, and web portal help desk support for hardware, systems, subsystems, and applications.
• Answer questions about installation, operation, configuration, customization and usage of products.
• Apply basic diagnostic techniques to identify problems and propose solutions.
• Escalate complex issues to higher levels within the organization.

Skills

Communication

Analytical thinking

Multitasking

Interpersonal skills

Education

Bachelor's degree

Tools

Windows

Mac

ITSM

Job description

Technical Support Representative / Service Desk

About the job Technical Support Representative / Service Desk

**This is direct permanent employment to our client.

***Trinity will assist and guide you through the process

Key Responsibilities:

• Responsible for providing the first line of telephone, chat, e-mail, self-service/web portal help desk support of hardware, systems, sub-systems and/or applications and infrastructure for users.
• Answers simple to complex questions about installation, operation, configuration, customization and usage of assigned products.
• Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures.
• Escalates complex problems to higher level within organization.

Key Requirements:

• Bachelor's degree graduate, any field.
• Must have at least 18 months BPO experience in doing technical support or service desk.
• Working knowledge on Windows, Mac, ITSM, Network, Application and Infrastructure.
• Experience on Ticket Analysis and understanding issue trends.
• Excellent interpersonal, communication and analytical skills.
• Ability to multi-task in a fast pace environment and must be willing to work on shifting schedules.

Our client perks:

• Quarterly performance bonus.
• 15% Night Differential.
• Outstanding career development opportunities and fast track career progression.
• Enjoy a fair work-life balance.
• HMO and Life Insurance for employee and 2 dependents for free.
• 24 Leaves annually.
• Inside the Central Business District area.
• Use of Gym, pantry, karaoke room, sleeping quarters and other recreational facilities.