Help Desk Technician - Mandaluyong - ref. j58503115

Monday-Friday 6 am-3 pm MST (Manila time: 8 pm-5 am)

In addition to assisting in ticket scheduling and responding to phone and chat support requests, Technicians are responsible for diligently following up with end users and ensuring the resolution of all tickets. They are also skilled at identifying requests that fall outside the scope of existing agreements and taking appropriate action

• Efficiently managing and resolving trouble tickets
• Facilitating effective communication with both internal teams and clients
• Offering responsive chat and phone support
• Independently coordinating their own schedules
• Maintaining meticulous document and file management
• Conducting quality assurance checks on completed tickets
• Educating and encouraging clients to adhere to best practices
• Proactively addressing ongoing issues and ensuring their resolution

• Providing valuable remote assistance to on-site technicians
• Identifying opportunities for process improvement and actively participating in their development
• Collaborating seamlessly within and across teams to ensure the swift resolution of issues and the completion of root cause analyses
• Rigorously testing solutions to prevent recurring issues and avoid short-term "band-aid" fixes
• Offering informed product recommendations from within our technology stack
• Recognizing out-of-scope (OOS) opportunities and furnishing comprehensive information required for successful project execution

• Hardware and Software Expertise: Proficient in the installation, configuration, and troubleshooting of hardware and software.
• Technical Troubleshooting: Exceptional problem-solving skills in technical scenarios.
• Effective Communication: Ability for collaboration with cross-functional teams and clients.
• Detail Orientation: Meticulous attention to detail in documentation, system changes, and ticket notes.
• Time Management: Effective multitasking and task prioritization.
• Adaptability: Ability to stay current with evolving IT technologies and industry trends.
• Fast-Paced Environment: Capability to excel in dynamic, fast-paced work settings.
• Interpersonal Skills: Strong interpersonal abilities for teamwork and client interactions.
• Continuous Learning: Willingness to acquire new skills and expand technical expertise.
• Customer-Centric Approach: Focused on delivering exceptional service and support.
• Analytical Thinking: Aptitude for diagnosing and resolving complex technical issues.