IT Helpdesk Specialist

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 Requirements 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)