MakatiFirst point of contact for all IT related issues and requestsPrimary daily responsibilities include managing IT incidents and service requests for both remote and onsite employees, following specific processes and guidelines to ensure that are completed consistently and efficiently.
Receive and respond to user inquiries and requests via telephone, email, chat and case tracking system professionally and with speed, accuracy and proficiencyFollow up on open tickets to ensure proper response and satisfactory resolution, keep detail oriented documents regarding problems and solutions, and keep the customer updated of the status and resolution times.
Log all incoming requests in the incident tracking system and document all actions, to include all follow up conversations, troubleshooting steps, and resolution.
Correctly escalate unresolved cases to support technicians and / or groups as neededAssist with administration of mobile devicesContribute technical solutions to the IT Knowledge BaseParticipate in projects and initiatives as directed by the Service Desk ManagerQualifications1-
3 years IT support experience on a corporate Service Desk or in another technical support role with a background in either Customer Service or as an IT Service Desk AnalystExcellent writing, communication, and interpersonal skillsAble to work as part of a larger team of ITStrong Analytical, troubleshooting and problem solving skillsStrong troubleshooting skills requiredExperience in supporting Macs (preferred)Proficiency in Microsoft products and operating system, certifications preferredDemonstrated knowledge of PC / Laptop hardware components and basic troubleshooting, Windows networking, LAN / WAN, DNS, TCP / IP, EMC Active Directory system administration tasks, and mobile devicesFamiliarity with resolving remote connectivity issuesAbility to deal with multiple priorities in a fast-
paced environment a mustA+ and ITIL V.3 certification a plusFresh Graduate are welcome to applyExperience in supporting Macs a plusAmenable to work on a shifting schedule