It Helpdesk / Service Desk (Ortigas Hiring!)

Are you curious, motivated, and forward-thinking? At FIS you’ll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.About the team
Provide day-to-day technical support for network infrastructure and desktop systems software and hardware to ensure proper operation of technology applications and equipment.
What you will be doing
• Provides desk-side assistance in resolving technology support issues.
• Performs installations, repairs, upgrades, backups and other maintenance tasks.
• Provides effective customer service in a 24X7 production environment
• Utilizes soft skills and troubleshooting skills to resolve client issues and questions.
• Asks probing questions to gather relevant information on routine and complex calls.
• Uses effective listening skills to develop understanding of client questions or issues.
• Installs, configures and troubleshoots desktop systems, workstations, servers and network issues in a heterogeneous environment.
• Documents, tracks and monitors client incidents in ticketing system to ensure a timely resolution.
• Prioritizes and escalates support incidents and requests based on business impact and documented guidelines.
• Maintains passwords, data integrity and file system security for the desktop environment.
• Communicates highly technical information to both technical and nontechnical personnel.
• May handle phone and email assistance as well.
• Other related duties assigned as needed.What you bring
• Ability to verbalize or express complex technical concepts effectively in writing and overall good communication and customer interface skills
• Skill in troubleshooting and using diagnostic tools for client accessibility problems to applications and network ( e.g., resetting password, bouncing PU, resetting remote devices
• Experience in providing In-House Service Desk (Enterprise Level). ITIL Standard practice is a plus but not required• Experience L1 Support (Active Directory, VDI such as Citrix etc., Access Management)
• Knowledge of basic problem resolution and escalation practices
• Effective use of listening skills to develop an understanding of client inquiries and problems
• Excellent team player
• Self-motivated to learn new technology and new ways to deliver support
• Problem Solving and critical thinking skillsWhat we offer you
• Competitive salary and attractive benefits
• Career opportunities within the organization
• A modern, international work environment and a dedicated and motivated team.