Service Desk Support
New
Philippines, 8AM - 5PM MSTFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 2-3 years
- Required Skills
- Customer service
Requirements
- Bachelor's degree in Computer Science, Information Technology, or a related field (preferred)
- At least 2-3 years of experience in the IT industry
- Strong foundation in network configuration and end-user troubleshooting
- Experience working in an MSP environment is a plus
- Proficiency in troubleshooting and supporting Windows desktop, macOS, server operating systems and basic networking issues remotely
- Knowledge of Active Directory, Office 365, and cloud-based applications
- Strong knowledge of computer systems, networks, and software applications
- Strong verbal and written communication skills to assist non-technical users effectively
- Excellent problem-solving and analytical skills
- Ability to work independently and efficiently in a remote work environment
- Strong customer service mindset
Responsibilities
- Answer and manage support calls with strong professionalism and customer service focus.
- Triage and address support requests via phone and ticket queues promptly.
- Monitor and resolve dashboard notifications related to backups, patch installations, antivirus detections, and other alerts.
- Provide daily troubleshooting and support for Windows desktop and server operating systems.
- Install and configure Microsoft Office 365 products, including user setup, password changes, and Outlook, Word, Excel, Teams, and OneDrive updates.
- Manage user setup, group memberships, and password changes in Active Directory.
- Support typical user programs like PDF Readers and browsers (Edge, Chrome, Firefox).
- Conduct scheduled maintenance, computer cleanup, and system optimization for workstations and servers.
- Create, update, and maintain technical documentation in clear and comprehensive English.
- Utilize call scripts consistently while handling incoming calls and route non-technical inquiries appropriately.
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