IT HelpDesk Specialist

Looking to take your career to the next level? Then this role is for you! Join Outsourcey and be part of our mission to revolutionise global talent expansion! We connect businesses with dedicated full-time teams in the Philippines, offering cost-efficient solutions without compromising quality. Join us and help elevate businesses with complete control and comprehensive support, let's shape the future of work together!

Role Overview

We are looking for a dedicated IT Helpdesk Technician to join our team. The ideal candidate will provide technical support and assistance to onsite and remote users experiencing hardware, software, and network issues. This role is vital for maintaining the efficiency of our IT systems and ensuring seamless operation across the organization.

Responsibilities

1. Technical Support:
• Respond to incoming support requests via phone, email, or helpdesk software.
• Diagnose and troubleshoot hardware, software, and network issues.
• Provide step-by-step technical support and guidance to users.
• Escalate complex issues to higher-level support teams or specialists when necessary.
2. Issue Resolution:
• Document all support requests and resolutions in the helpdesk ticketing system.
• Monitor and follow up on open tickets to ensure timely resolution.
• Update the knowledge base with new troubleshooting procedures and solutions.
3. Installation and Maintenance:
• Assist with installing, configuring, and maintaining computer hardware and software.
• Perform routine maintenance and updates on systems and software.
• Manage user accounts and access permissions.
4. Customer Service:
• Provide friendly, patient, and efficient customer service to all users.
• Communicate effectively with users to understand and resolve their issues.
• Ensure a high level of customer satisfaction and address any concerns promptly.
5. Network Support:
• Assist with network connectivity issues and basic troubleshooting.
• Support the IT team in network maintenance and upgrades.
6. Security and Compliance:
• Ensure adherence to IT security policies and procedures.
• Report any security risks or breaches to the IT Security team.

Requirements

• Education: A college degree in IT, Computer Science, or a related field is preferred.
• Experience: 2-5 years of experience in an IT support or helpdesk role.
• Technical Skills: Proficiency in Windows and macOS operating systems, Microsoft Office Suite, basic networking, and troubleshooting tools.
• Willing to work onsite from Monday to Friday, 8:00-5:00 pm. Ability to work flexible hours, including evenings and weekends, as required.
• The role may require lifting and moving computer equipment occasionally.
• Soft Skills: Average English communication and interpersonal skills, problem-solving abilities, and a customer-oriented mindset.
• Certifications: CompTIA A+, Network+, or similar certifications are a plus but not required.

Benefits: Competitive salary Opportunity to shape the HR function of a rapidly growing BPO. Work closely with a team of industry leaders who have successfully scaled BPOs in the past. Career growth and development opportunities.

Please attach your CV, and we will contact you for a confidential chat. Let's do great things together!