IT Helpdesk

Taguig, NCR

KMC Solutions | XTN-8330609

Date Posted

2020-07-28

Career Category

Network /System / Database Administration

Functional Overview

    The L1 IT Helpdesk would act as internal customer advocate, triaging and diagnosing issues ranging from password resets to outages, software bugs, and service requests. He/she would provide advice, resolve issues where capable, or escalate to appropriate personnel. He/she would work closely with the various IT teams on troubleshooting complicated support issues, building skill sets, and documenting these where appropriate.

Duties and Responsibilities

  • Troubleshoots Password and Credential Issues and other related software
  • Basic Troubleshooting of VPN and other software/hardware communication issues
  • Knowledge of Incident Management Process and Ticket Triage
  • Excellent Communications / Problem Solving Skills

Minimum Qualification

  • At least 3 years’ experience in Technical and Helpdesk Support / Service Desk Role
  • Candidate must have a bachelor's degree in any IT related course
  • Experience in supporting, resolving, and providing advice in key any enterprise ERP and CRM
  • systems
  • Experience in supporting in-house written software would be highly regarded
  • Intermediate Computer Troubleshooting Skills (Windows/Mac) with Good Understanding of
  • Network Fundamentals
  • Experience on Support Ticketing Tools, e.g. Jira, ServiceNow, Remedy, etc.
  • Hands-On experience in Active Directory, Microsoft OS, Office 365/G Suite, Anti-Virus
  • (TrendMicro/McAfee)
  • AS degree in technical field.
  • Industry certifications a plus.

Minimum Competencies

  • Able to complete tasks early and do more than the minimum requirements
  • Has sense of responsibility and developed strong work ethics
  • Proactively work to fix issues with minimal supervision
  • Exhibit professional attitude and standard
  • Driven by providing excellent customer service