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IT Help Desk Support Representative (NIGHT SHIFT)

Keywords / Skills : Helpdesk, IT Helpdesk Support, Service Desk Support, Technical Support, Helpdesk Coordinator, Micrsofost Office, VPN, LAN WAN, Customer Support

2 - 10 years
Posted: 2019-08-15

Nationality
Philippines
Industry
ITES/BPO
Function
IT
Role
Technical Support Engineer
Education
Bachelors
Degree
Posted On
15th Aug 2019
Job Description
The Help Desk Support Representative is responsible to provide initial employee/customer support for technical inquiries received via the telephone and/or email. Assess the nature of problems and resolve simple and basic support issues over the phone. For more complex issues, transfer internal customers to the 2nd-level Help Desk Technician.

General Responsibilities:
  • Evaluate and prioritize incoming telephone and email requests from employees for technology assistance on hardware, software, Internet, personal device, or telecommunication equipment.
  • Assess nature of technical issues to determine appropriate actions and refer more complex problems or issues that need on-site assistance to higher-skilled support staff. Maintain help desk report tracking system by logging support calls/emails and following up on outstanding issues. Disseminate information on any problems or potential delays.
  • Follow up with employees to evaluate the effectiveness of resolution.
  • Monitors alerts from security systems, servers, routers, switches, applications, etc.
  • Dispositions and/or escalates alerts and events according to established process.
  • Proactively monitors the operations environment to assure maximum availability, performance, and security.
  • Supports staff in all CBPS locations including, but not limited to New York, Utah, and Manila Philippines.
  • Tracks executive support incidents and service requests of the CBPS Senior Management Team
  • Works as part of project teams in support of IT initiatives

Qualifications: 
  • Minimum 2 years of experience in Help Desk, Desktop, or Operations support capacity
  • Software technologies should include Microsoft Office Suite, VPN technologies and various other LAN and WAN experience is required
  • Electronic imaging, Electronic print, Electronic document management experiences a plus
  • Strong organizational skills and the ability to quickly assess and prioritize
  • Communicate effectively with diverse groups and clients
  • Ability to perform under tight and often stressful deadlines
  • Ability to manage several projects simultaneously
  • Work with peers and team to establish departmental decisions, processes and ensure standardized activities
  •  Must understand corporate business objectives, and apply necessary judgment to effectively utilize limited I.T. resources
  • Candidate must possess at least a Bachelor's/College Degree , Computer Science/Information Technology or equivalent.
  • Applicants must be willing to work in Ortigas Center,Pasig City.
  • Preferably 1-4 Yrs Experienced Employees specializing in Technical & Helpdesk Support or equivalent.
  • Full-Time position(s) available.
  • APPLICANTS MUST BE WILLING TO WORK ON NIGHT SHIFT


About Company

Canon in the Philippines

We are a global brand providing total imaging solutions-
an extensive line of input to output devices coupled with services that augment these products to cater to the needs of our customers, may they be individuals, small to medium enterprises to large-scale corporations.

Established on December 18,1996 the company began operations as a subsidiary of Canon in Asia with less than a quarter of a billion year end revenue. From then on, it has grown seven times hitting its first billion peso sales leap in 2001. At present, Canon ranks among the Top 500 of the Philippines' Top Corporations.

Behind these remarkable achievements is a workforce of almost 500 professional employees equipped with years of experience in selling and servicing Canon products in the Philippines.

Our prestigious clientele ranges from discerning consumers to multi-million dollar companies to rising entrepreneus. Canon offices span across the archipelago and reach more customers from Metro Manila to the various provinces.

In 2012, Canon celebrated our 15th anniversary in the country with our corporate image branding campaign called the "Canon ImageNation". this exemplifies the Filipinos love for images and Canon continues to fuel that passion. It is a tribute to the millions and even billions of images captured,stored and shared by Canon users throughout the years. But more than that, Canon ImageNation aims to encourage everyone to be active agents of positive social change in the country.
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