Position Summary:
The IT Helpdesk Support serves as the first point of contact for IT support requests, providing timely and effective troubleshooting and resolution of basic technical issues for end-users. This role ensures that all support requests, whether received via email, chat, or other communication channels, are appropriately addressed or escalated to higher-level support as needed.
Job Details:
- Work Onsite - i2 Building | Cebu City
- Shifting Schedule – Possible schedules are as follows:
- Morning shift: 7am-4pm
- Mid Shift: 11am-8pm
- GY Shift: 6pm-3am | 8pm-5am | 9pm-6am
- *Following PH Holidays
Responsibilities:
- Serve as the first point of contact for IT support requests.
- Troubleshoot and resolve basic technical issues for end-users.
- Ensure all requests, whether via email, chat or any other channel, are properly catered to communicate with the team.
- Escalate complex issues to higher-level support as needed.
Qualifications:
- At least 2 years of experience and in-dept knowledge of ticketing systems.
- Understanding of common business software and applications such as MSO.
- Knowledge of common or basic IT Issues
- Ability to prioritize tasks based on urgency and impact, managing multiple support tickets or user requests effectively.
- Excellent verbal and written communication skills to interact with end-users and document requests clearly.
- Ability to explain technical issues in simple terms to non-technical users.
- Comfortable with handling requests through various communication channels (ex. Email, Chat, Phone)
- Ability to quickly identify the root cause of common IT issues and propose simple solutions.
- Logical thinking and troubleshooting skills to address issues efficiently, escalating complex problems when necessary.
- Ensuring proper documentation of issues, solutions and user requests.