Job Description

The  Level 2 Help Desk Support helps customer and staff in resolving issues such as solving usage problems and fulfilling service desk requests that require IT involvement. Serving as the first point of contact for customers and staff seeking technical assistance on site, over the phone or by email. You need to determine the best solution based on the issue details provided or escalating requests if necessary. You will display a passion for technology combined with a determination to implement and follow best practice.

What’s in it for you?

-Health Insurance (HMO)
-Competitive Salary
-Expanded maternity leave up to 120 days
-Allowances
-Paid Time offs (Vacation Leaves Are Convertible to cash if unused)
-Companywide events
-Fun & Relaxed environment

Hybrid Set Up (Eastwood Libis, QC)
Monday to Friday, 6 AM to 3 PM (Manila Time)
*Shift after training will vary. The business provides 24/7 coverage. You are expected to be flexible with the shift which includes night shifts, and weekends. 

Follows Australian Public Holidays

Responsibilities:

• Serve as the first point of contact for issues and tickets from customers and staff
• Ensure all contacts are captured in the ticketing system
• Promote correct contact channels for helpdesk support
• Manage the progress of tickets through to completion and customer confirmation of resolution
• Perform remote troubleshooting and management through diagnostics techniques and relevant questions.
• Determine the best solution based on the issue and details provided
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support
• Provide accurate information on IT Products or services
• Record events and problems and their resolution in the IT Knowledge base
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers and staff to the appropriate internal team
• Identify and suggest possible improvements on procedures and operational services
• Participate in the on-call rotation
• Ensure that the service delivery and customer satisfaction exceeded defined service level agreements
• Adhere and uphold company polices and procedures.

Qualifications:
• At least 3 years’ experience in a similar role
• Tech savvy
• Good working knowledge of office products, databases, and remote management software
• Ability to diagnose and resolve basic and moderate level technical issues
• Excellent English communication skills
• Ability to handle multiple helpdesk tickets
• Good documentation skills
• Experience in Active directory and cloud environments