IT Helpdesk Support

Helpdesk Support

-preferably Female
-Single/ Married
-Team Player
-With Good communication skills (oral and written)
-Has knowledge in troubleshooting hardware issues and replacing hardware on both desktop and laptop PCs
-Has knowledge in installing software, patches, updates on desktops, laptops, and servers
-Has knowledge in troubleshooting basic network, software, printing problems
-Has customer service or client engagement orientation
-Has experience with helpdesk ticketing system
-Willing to work in Mandaluyong City
-Preferably with at least 1 year relative work experience

Deliverables:

-Receive service request, incidents or queries by phone call & e-mail
-Create/ update the incident or service request record in the incident management tool
-Verify entitlement
-Assign severity/priority based on urgency and impact
-Perform initial incident determination, source identification and analysis in support of in-scope services
-Resolve incidents
-Arrange for on-site support services
-Answer “How-to” questions
-Provide service request or incident status
-Resolve requests/incidents that the Helpdesk is expected to be able to resolve without referral to another support group
-Refer service request/incidents to other support group as required
-Act as Account’s user advocate when dealing with other support groups
-Escalate service requests and incidents as required
-Notify user of planned changes or releases
-Confirm request closure with the user
-Close incident records
-Provide management reports (If required)
-Identify possible recurring incidents and raise a problem record to address
-Interaction with Tier 2 & 3 support groups to facilitate knowledge transfer
-Single point of Contact for IT related concerns

Interested candidates may send resume