Job Description

EMAPTA is looking for talents for a Pioneer Help Desk Analyst rolePOSITION SUMMARYThe Help Desk Analyst provides technical support related to computer systems, hardware, or software via telephone, email, and chat tools. This position is fast-paced and multi-task intensive, requiring quick decision making and top-notch customer service skills.ESSENTIAL DUTIES AND RESPONSIBILITIES: Include, but may not be limited to, the following. Other duties may be requested and/or assigned. Essential functions are primary job duties that an individual must be able to perform successfully with or without reasonable accommodation. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Serve as the first point of contact for Client employees and/or end users seeking technical hardware and software assistance via telephone, email, chat, or voicemail. This position primarily consists of combined remote phone and email support; strong ability to multi-task by remaining available on phone, managing, and responding to incoming Help Desk email, attending to email requests, and completing other IT-generated tasks.

• Ability to effectively vet, collect, and evaluate detailed information from end-users to determine method of resolution; log pertinent information and specific details gathered from end-user and categorize, and prioritize requests in the Help Desk ticketing system, ensuring information entered is accurate, descriptive, readable, and grammatically correct.
• Analyze problems to: (1) resolve hardware/software solutions by telephone or email; or (2) if issue cannot be resolved at 1st level decide proper level of escalation either to higher level of technical staff, or IT Management
• Always maintain a high level of courteous customer service and patience with ability to anticipate end-users' needs.
• Communicate professionally with end-users the status of problem resolution ensuring satisfactory outcome.
• Maintain a regular and reliable level of attendance.

KNOWLEDGE, SKILLS, AND ABILITIES

• Strong verbal, written and typing skills.
• Excellent interpersonal and customer service skills.
• Dependable team player who works collaboratively and cooperatively with others in a team-oriented environment.
• Ability to act independently and make decisions within scope of the position's responsibilities.
• Always display the utmost professionalism with team members as well as end-users.
• Ability to function well in a high-paced and at times stressful environment.
• Ability to think strategically and analytically to troubleshoot and resolve issues quickly and/or provide successful alternative methods until permanent resolution can be found.
• Proactive with the ability to identify, define, and perform remote troubleshooting of computer/technical issues through remote control tools while asking pertinent questions.
• Exhibit high degree of initiative, follow-through, and critical-thinking skills with the ability to manage multiple priorities in a demanding, fast-paced, detail-oriented work environment, and make decisions based upon results of research.

MINIMUM QUALIFICATIONS

• Must have at least 1-2 years of Technical Support / Help Desk Experience
• Background with an International Customer Base is required for this role
• Amenable to work on site on Makati on a Night Shift Schedule

What's in it for you?

• Competitive Basic Salary and Non-taxable allowances
• 20 Service Incentive Leaves | 5 convertibles to cash
• Client Initiated Opportunities and Benefits
• Premium office and location (Ayala Avenue)

Job Types: Full-time, PermanentBenefits:

• Additional leave
• Company events
• Health insurance
• Life insurance
• Paid training

Schedule:

• 8 hour shift
• Monday to Friday
• Night shift

Supplemental Pay:

• 13th month salary

Experience:

• Help Desk Support: 1 year (Preferred)
• Microsoft 365: 1 year (Preferred)
• Level 1 Issue Resolution: 1 year (Preferred)
• ITIL Practice: 1 year (Preferred)
• Ticketing Software (Zendesk, ServiceNow, Jira): 1 year (Preferred)