Service Desk Staff

AIPL ACQUIRE INTELLIGENCE

Pasig City, Philippines
Troubleshoot equipment malfunctions
Respond to escalated tickets
Perform advanced diagnostics
Troubleshoots equipment malfunctions and corrects them as directed by knowledge-based tool or supervisor

Job Summary

  • Troubleshoots equipment malfunctions and corrects them as directed by knowledge-based tool or supervisor.
  • Manage more complex proactive events, perform advanced diagnostics, escalate third-party problems, and gather pertinent details enabling escalation to Supervisor / Manger when necessary.
  • Provide IT support services over the phone, chat, tickets and through other electronic means and assist with field work if necessary.

Matching Summary

Troubleshoots equipment malfunctions and corrects them as directed by knowledge-based tool or supervisor.

Skills & Requirements

Must-have

  • Troubleshoot equipment malfunctions
  • Respond to escalated tickets
  • Perform advanced diagnostics
  • Provide IT support via phone/chat/tickets
  • Document end-user problems
  • Research and implement fixes

Nice-to-have

  • Mentor new hires
  • Work with infrastructure
  • Create new solutions
  • Maintain knowledge base tool
  • Strong commitment to customer service
  • Self-motivated and directed

Key Requirements

  • Ability to follow standard procedures
  • Superior analytical and problem-solving abilities
  • Respond to technical assistance requests
  • Diagnose problems and provide solutions
  • Interpersonal and communication skills for training
  • Simplify complex technical terms
  • Meet deadlines
  • Willing to work variable shifts

Work Rights

Not specified

Tailored Resume

Cover Letter