Helpdesk Support I
Salary: ₱18,000 – ₱25,000 per month
About the role:
The Helpdesk Support I is an entry-level position where the employee will be the first point of contact for users experiencing technical issues. The employee will assist with basic troubleshooting of software applications, systems, and hardware, log support tickets, and escalate more complex issues as needed.
Key responsibilities
Troubleshooting: Diagnosing and resolving basic technical issues with computers, software, hardware, and network problems.
Customer Support: Responding to user inquiries via phone, email, chat, or ticketing systems, providing guidance, and walking users through problem-solving steps.
Issue Tracking and Resolution: Documenting, tracking, and resolving problems using established procedures and ticketing systems.
Escalation: Escalating unresolved issues to appropriate levels for resolution.
Documentation: Maintaining and updating documentation of problems, solutions, and processes.
Service Level Standards: Meeting service level standards for response time and quality.
Continuous Learning: Staying updated with the latest technology and procedures.
Communication: Communicating effectively with users, both verbally and in writing.
Collaboration: Collaborating with other technical support teams and departments as needed.
Problem Solving: Applying analytical and problem-solving skills to identify and resolve issues.