IT Help Desk Associate - PH

Metro Manila
Immediate

Job Description

BroadPath is looking for a competent Helpdesk Associate to provide fast and useful technical assistance on computer systems. You will answer queries on basic technical issues and offer advice to solve them. An excellent Helpdesk Associate must have good technical knowledge and be able to communicate effectively to understand the user’s problem and explain the resolution. They must also be customer-oriented and patient to deal with difficult customers. As a Helpdesk Associate, you will provide initial level support to our customers via phone, email and computer chat. You will ask appropriate questions and use knowledge and resources to diagnose and resolve their issues. You will escalate issues that extend beyond a defined span of control.

Responsibilities

  • Serving as first point of contact for users seeking technical assistance
  • Provide IT support via phone, email and chat
  • Performing remote troubleshooting through diagnostic techniques and pertinent questions
  • Determining the most effective solution based on the issue and details provided
  • Directing unresolved issues to the next level of support personnel
  • Providing accurate information on IT products or services
  • Accurately and completely documenting tickets by following defined guidelines
  • Conducting follow-up tasks and updating customer status and information

Basic Qualifications

  • Must Reside in Manila Metro Area!
  • Proven experience in a customer facing and supporting role
  • Working knowledge of office automation products and remote control
  • Understanding of computer systems, mobile devices, and other common technology products
  • Ability to diagnose and resolve basic technical issues
  • Proficient in troubleshooting common softphone telephony, home network and internet connectivity issues
  • Proficiency in English
  • Excellent communication and interpersonal skills
  • Organization and time management skills
  • Focused and meticulous approach to tasks with detail orientation in documentation
  • Customer-oriented and cool-tempered

Education Requirements:
  • Progress towards an IT industry recognized certification / degree is preferable

Preferred Qualifications

  • Experience providing IT support in a call center type environment
  • Experience providing IT support remotely
  • Experience working for a BPO and/or MSP
  • Experience repairing and replacing computer components
  • Proficiency using Microsoft products and tools including Windows OS, Office Suite, 365 Admin Center, Teams, SharePoint, Azure, and Active Directory
  • Knowledge of ITSM (especially SysAid) and endpoint management tools (especially TeamViewer)
  • Experience with Avaya One X, Five9, Genesys PureCloud, Amazon Connect, Nextiva, InContact