IT Service Desk Specialist

IT Administration and Service Desk Specialist

Philippines

Pasay City

Full Time

Responsibilities

• Customer-Centric Support: Prioritize and focus on customer needs and requirements.
• First-Level Support: Serve as the initial point of contact for Asia Pacific end users.
• Query Management: Handle incoming queries and requests from end users via email, chat, or phone.
• Problem Assessment: Take detailed notes of user issues, determine steps for resolution, and ask questions to understand the full scope of the problem.
• Quick Solutions: Define and implement solutions to resolve issues promptly, minimizing the need for further IT department intervention.
• Guided Assistance: Walk users through steps to resolve issues independently.
• Collaboration: Engage and support other IT department professionals to minimize disruptions and resolve issues swiftly.
• Request Prioritization: Manage the flow of incoming support requests, prioritize, and resolve them accordingly.
• Record Maintenance: Maintain detailed records of user problems with software and hardware. Provide IT departments with data on recurring issues.
• Preventive Solutions: Recommend solutions based on historical data to prevent recurring issues.
• IT Admin Support: Assist with related IT administrative tasks, including troubleshooting.
• System Monitoring: Regularly monitor IT systems to ensure optimal performance and identify potential issues before they escalat e.
• Software Updates: Manage and deploy software updates and patches to ensure systems are up-to-date and secure.
• Inventory Management: Maintain an inventory of IT assets, ensuring proper tracking and management of hardware and software resources.

Qualifications

• Diploma or higher in an IT-related field.
• Minimum of 3 years of experience in providing IT services. Experience in IT front-line user support is preferred.
• Experience working in an international environment is beneficial.
• Fluent in English (written and spoken).
• Other languages (written and spoken) are beneficial but not required.
• Excellent communication and customer service skills.
• Strong background in working in a critical real-time production environment.
• Ability to diagnose problems in a complex environment and provide effective solutions quickly.
• Self-motivated with the ability to work on own initiative in a high-pressure environment.
• A proactive approach to tasks and challenges.
• Willingness to work variable shifts, including mornings, evenings, weekends, and public holidays.
• Proficient in Microsoft Office 365 products.
• Familiarity with Windows operating systems.
• Strong IT admin troubleshooting skills.
• Knowledge of IT network systems.

Benefits

• A competitive remuneration package
• Employee Bonus Scheme
• Strong and supportive leadership team
• Monthly team activities to bring the team together and support charities
• Work in a safe, multi-cultural, inclusive environment where everyone is respected
• We always look internally before advertising externally for open positions within the company
• Flexible work-life balance scheme

Hellmann Worldwide Logistics is an equal opportunity employer.