[ref. f36812324] IT Helpdesk Support
Makati Full-time
Responsibilities:
- Provide 1st& 2nd Level IT support to stores and support groups via phone and in person.
- POS software and hardware, EFTPOS, Mobile/PDA devices, LAN networks, PABX, IP-based phone systems, Printer Fleet and more.
- Maintain issues via call logging system and ensure it is complete and up to date.
- Raise first call resolutions providing support to other functional IT Teams.
- Use remote training facilities to assist with the rollout of new applications and skill refreshment on existing and new applications.
- Manage Incidents & Requests throughout their lifecycle.
- Ensuring SLAs are not breached, and that active work is being carried out accordingly.
- Keep end users (customers) informed of the process throughout the lifecycle.
- Act as a channel for communications to the wider business regarding high-impact IT-related issues.
Job Qualifications:
- Must have Tertiary qualification in IT.
- Experience in Helpdesk or Call Centre environment.
- Good knowledge of Windows operating system.
- Experience in supporting SAP systems.
- Good knowledge of the helpdesk ticketing system preferably HEAT.
- Knowledge in troubleshooting of POS software & hardware, • EFTPOS, Mobile/PDA devices, LAN networks, PABX, IP-based phone systems printer fleet and more.
- Experience in supporting POS systems like Surefire, Retail directions.
- Experience in supporting Android mobile devices used in stores.
- Experience in communicating with a wide range of users with varying levels of computer literacy.
- Experience in troubleshooting hardware and software issues.
- Good working knowledge of incident management.
- Experience in supporting other IT teams with new projects.
- Strong Telephone and Communication skills.
- Ability to prioritize and work effectively in a fast-moving, changing environment and perform under pressure.
- Ability to work in a team, whilst also being able to work unsupervised.
- Ability to be on call (after hours and weekends)
- Relevant experience in supporting a Retail business environment.
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