Service Desk Support

Job description

ESSENTIAL DUTIES AND RESPONSIBILITIES Respond to and resolve incoming IT support requests from end-users via phone, email, or ticketing system Provide first-level support for all IT - hardware, software, applications and network issues. Diagnose and troubleshoot a variety of hardware and software issues Escalate unresolved issues to appropriate teams or higher-level support Log, track, and manage incidents and service requests using ITSM tools Ensure timely resolution and follow-up with users for backlog tickets Create and update knowledge base articles and user guides Promote ITIL best practices across the support team Open, log, prioritize, assign, close tickets logged in the IT Service Desk. Query the User for all relevant information concerning the call made or issue reported by the user. Attempt to resolve the defined inquiries while on the telephone, to meet the agreed upon Service Level for First Call Resolution. Escalate tickets not resolvable by SD, in accordance with SSG escalation procedures. Provide status updates on Tickets to users. Reopen Ticket / Create a new ticket for follow up if the user indicates that the inquiry was not resolved to their satisfaction. Able to make sound decisions and work with minimal supervision. Excellent interpersonal skills to foster cooperation among users, support teams and peers. Identify and recommend process improvements to enhance the customer experience Collaborate with cross-functional teams to ensure seamless IT service delivery QUALIFICATIONS : Graduate bachelor's degree preferably in IT but consideration for related experience. At least 18 months of experience in Service Desk or IT Help Desk role Strong problem-solving and analytical skills to quickly identify and resolve issues Excellent communication and customer service skills to effectively interact with end-users Working knowledge of common desktop applications, operating systems, and hardware Ability to multitask and prioritize tasks in a fast-paced environment Enthusiasm for continuous learning and adaptability to new technologies With no issues working onsite 100% in our site in Pasig With no issues working on night shifts, shifting schedule, weekends & holidays SKILLS PREFERRED: Proficiency in Windows OS (e.g., Windows 10/11) and Server 2016/2019 are advantageous. Strong knowledge of Microsoft Office Suite (O365) and other common desktop applications. Understanding networking concepts, including TCP/IP, DNS, and DHCP. Wireless and wired network troubleshooting. Experience with Active Directory and user account management. Basic knowledge of hardware components and troubleshooting techniques. Knowledge of OS installation, configuration, and troubleshooting. Experience with Active Directory (AD) for: User and group account management, password resets. Familiarity with Single Sign-On (SSO). ITIL Framework: Familiarity with Incident, Problem, and Change Management. Awareness of common cybersecurity practices: Password policies, phishing prevention, and malware identification. Basic troubleshooting of antivirus software and firewalls. Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users. Strong problem-solving and analytical abilities. Ability to work independently and manage time effectively in a remote work environment. Customer-focused with a commitment to providing high-quality support.