IT Helpdesk Associate

IT Helpdesk Associate

Polytechnic University of the Philippines
Not Specified
Not Specified

Job Description


Duties and Responsibilities:
  • Provide a professional and efficient customer support/service function for all Sykes Clients/Account Team across all Sykes Manila Centers to resolve their problems.
  • MS Exchange Server administration - mailboxes, folders, distribution groups, calendaring, etc.
  • Avaya PABX administration - authorization code access, etc
  • Cisco switches administration - change vlan, proxy settings, etc
  • Manages IT Helpdesk Newton Tool for Request and Incident Management within the SLA
  • ATM and PABX (call routing equipment) troubleshooting
  • Network Troubleshooting (internet, intranet, clients tools, Newton tool, etc
  • Server Troubleshooting (MS Exchange, File/Printer, SAV, etc)Basic database troubleshooting
  • Windows OS/Office applications software and hardware troubleshooting
  • Password reset, VISP/VPN Connectivity issues, Remote user support
  • Client Tools connectivity troubleshooting and support (Across all Sykes Manila Sites Accounts)
  • Evaluates, and prioritizes incoming telephone, voice mail, e-mail, chat, and in-person requests for IT assistance from users experiencing problems with hardware, software, networking, telephony and other computer-related technologies.
  • Handles multiple critical issues.
  • Coordinate closely with the next level of support (i.e. End User Support, Administrators, Specialists and Engineers) in resolving issues received thru Helpdesk.
  • Provides first-call resolution (phone) support to users by offering set solutions to problems.
  • Logs and tracks calls using problem management database, and maintains history records and related problem documentation.
  • Able to efficiently close tickets assigned to Tier 1.
  • Releases IT Helpdesk Advisories for any IT announcements and status updates of any issue within the service level set.
  • Responsible to update the customers and end users thru phone, email about the status of the issue/request until resolved.
  • Monitors and records the progress and status of all cases to ensure that the committed service-level is fulfilled.
  • Familiar and able to support at least 80% of client-specific applications by following proper escalation procedures. Coordinates the delivery of required services or solutions by a team of technical specialists or systems engineers.
  • Escalate/Report issues, problems to appropriate external vendors, client IT, Sykes Service Desk and Sykes Corporate IT.
  • Other similar tasks not otherwise specified

  • University Degree or the equivalent
  • At least 6 months IT experience
  • Experience with Windows 98/2000/XP, Windows Office applications
  • Experience in Telephony, PABX, CMS, Allcas systems
  • Experience in MS Exchange servers, file/print servers, SAV server
  • Experience in Cisco switches/routers
  • Problem solving skills and excellent customer service skills
  • Technical Support experience from a call center environment is an advantage
  • This position is Open to fresh grads with extensive OJT experience


Analytical, Good Communication (listening, verbal, written), Computer/Technical Literacy, Adaptability/Flexibility, Fast Learner

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