The Role
The IT Helpdesk Specialist serves as the initial contact for customers requiring technical support via phone or email, troubleshooting issues, providing solutions, and escalating unresolved problems. They maintain logs of incidents and ensure customer feedback is communicated to relevant teams, all while offering high-quality customer service and improving processes.
Summary Generated by Built In
Job Description
- Serve as the first point of contact for customers seeking technical assistance over the phone or email
- Perform troubleshooting through diagnostic techniques and pertinent questions
- Determine the best solution based on the issue and details provided by customers
- Walk the customer through the problem-solving process
- Direct unresolved issues to the next level of support personnel
- Provide accurate information on IT products or services
- Record events and problems and their resolution in logs
- Follow-up and update customer status and information
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Identify and suggest possible improvements on procedures
Minimum Qualifications
- Atleast 2 years of experience providing level 1 or above help desk support in IT operations
- Excellent communication skills
- Proven analytical and problem-solving abilities
- Ability to effectively prioritize and execute tasks in a high-pressure environment
- Exceptional customer service orientation
- Patience for dealing with difficult customer-service situations
- Amenable to work hybrid set up (Ortigas)
The Company
What We Do
Your trusted business partner for IT solutions and services. Questronix has grown to be one of the largest IT solutions and service providers and systems integrator in the Philippines since 1987 that has earned awards and certificates through its focused professional team of experts
