IT Desktop Support null

Job Description
About the Client:

Started in 2013 by CEO Carmen Booth and Managing Director Jamie Booth with a vision to provide businesses from all around the world with their own full-time, first-rate offshore team in the Philippines.

Our smart tailored outsourcing and HR solutions deliver high-quality results with reduced operating costs for companies of all sizes across a wide range of industries.

Job Summary:

The IT Desktop Support provides the central point of contact for all IT-related incidents and service requests. The main goal of IT Desktop Support is to provide first-line support for Booth and Partners employees and tenants of ARCH, Inc.

Responsibilities:

• Responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands.
• Works in a dynamic, fast-paced environment that provides services over the phone, through e-mail, phone, in-person, and self-service.
• Diagnose and resolve software and hardware incidents, including operating systems (Windows and Mac) and across a range of software applications.
• Perform configuration of devices for onboarding employees
• To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible;
• Escalating incidents to other support teams where necessary.
• To accurately record, update, and document requests using the IT service desk system.
• To install and configure new IT equipment.
• To resolve incidents and upgrade different types of software and hardware
• To resolve incidents with printers, copiers, scanners, Wi-Fi, laptop, and desktops
• To maintain a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.

Secondary Tasks:
To escalate incidents to third-party vendors
Other IT-related projects assigned

Requirements

• Diploma or Bachelor’s Degree in IT-related disciplines with a minimum of 1 year of work experience in IT.
• Proficient in hardware, software, and network troubleshooting.
• With basic knowledge in RFID, Biometrics, and CCTV Systems.
• Adept in Microsoft Office.
• Familiar with Google applications.
• Strong attention to detail with excellent time management and organization skills, independent, excellent interpersonal skills, highly motivated, and able to work under pressure.
• Above average written and average oral English communication skills.
• Must have Fiber Optic internet with at least 25 Mbps bandwidth
• Must have a backup desktop or laptop with the latest OS
• Must be willing to work in Makati City, 24/7 shifting schedule, with minimal coverage during holidays and weekends.
• Must be willing to be assigned on different sites (currently around Makati CBD only)

Benefits
WHAT WE OFFER:

• Great Place to Work-Certified Company
• Premium HMO
• Holistic employee experience
• Work-from-home and hybrid work setup
• Rewards and incentives
• Monthly engagement activities
• Career advancement opportunities
• Paid referral program