Helpdesk Support
Systems and Software Consulting Group Inc. Makati Full-time
JOB SUMMARY:
The Helpdesk Support I is an entry-level position where the employee will be the first point of contact for users experiencing technical issues. The employee will assist with basic troubleshooting of software applications, systems, and hardware, log support tickets, and escalate more complex issues as needed.This role is ideal for someone with strong communication skills and a passion for technology, eager to grow in a fast-paced, collaborative environment.
ROLES AND RESPONSIBILITIES:
- Troubleshooting: Diagnosing and resolving basic technical issues with computers, software, hardware, and network problems.
- Customer Support: Responding to user inquiries via phone, email, chat, or ticketing systems, providing guidance, and walking users through problem-solving steps.
- Issue Tracking and Resolution: Documenting, tracking, and resolving problems using established procedures and ticketing systems.
- Escalation: Escalating unresolved issues to appropriate levels for resolution.
- Documentation: Maintaining and updating documentation of problems, solutions, and processes.
- Service Level Standards: Meeting service level standards for response time and quality.
- Continuous Learning: Staying updated with the latest technology and procedures.
- Communication: Communicating effectively with users, both verbally and in writing.
- Collaboration: Collaborating with other technical support teams and departments as needed.
- Problem Solving: Applying analytical and problem-solving skills to identify and resolve issues.
- First Response Time: How quickly the specialist responds to a new ticket or request.
- First Contact Resolution Rate: Percentage of issues resolved on the first interaction without escalation.
- Ticket Volume Managed: Total number of tickets handled within a period (daily, weekly, monthly).
- Ticket Documentation Quality: Completeness and clarity of ticket notes and resolutions.
- Customer Satisfaction (CSAT) Score: End-user satisfaction based on post-resolution surveys
- Escalation Rate: Percentage of tickets escalated to Tier 2 or higher.
- Task Completion: Percentage of assigned tasks completed on time.
- Learning Progress: Evidence of skill development through tasks, peer feedback, and mentorship.
- Collaboration: Active participation in team meetings and effective communication with peers.
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