It Helpdesk Support

**JOB DESCRIPTION**

v **Time Management Perform run-through on all tickets twice daily (start and end of day)**

v **Monitor and respond quickly to incoming requests related to system issues.
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v **Monitor all status update of reported tickets.
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v **Empower first level support to resolve issues on first call basis.
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v **Perform remote troubleshooting through diagnostic techniques and pertinent questions.
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v **Enforce ticket closure and resolution within given SLA's (Service Level Agreement)**

v **Provide customer support and assistance to customer inquiries regarding the products and services when deem necessary.
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v **Perform staging, implementation and onsite support when deem necessary**

v **Manage the Third-party Helpdesk and Field System Engineer and provide coaching when necessary**

**QUALIFICATIONS**

v **Graduate of Bachelor's Degree in Computer Science, Business Administration and any Business-related courses**

v **With proven experience related to helpdesk, technical support and customer support service.
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v **Experience with ticket management and OTRS or any similar ticketing platform is an advantage**

v **With proven skills handling incident and problem management as well as root cause analysis**

v **With proven interpersonal skills and communications skills.
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v **Possess strong working knowledge with computer systems, software and hardware**

v **Ability to diagnose and resolve technical issues.
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v **Ability to work well with people**

v **Customer oriented and patient**

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Quezon City: Reliably commute or planning to relocate before starting work (required)