ICT Service Desk Staff
Remote · Pasig City, Metro Manila, Philippines
Job Summary
ICT Service Desk Staff provides IT support across phone, chat, and tickets, troubleshoots equipment malfunctions, escalates and closes issues once resolved, and handles complex proactive events and diagnostics. The role includes mentoring new hires during nesting, documenting and monitoring end-user problems to ensure timely resolution, researching and implementing fixes, and potentially assisting with field work while supporting infrastructure and servers, networks, data center, email, and file shares. The candidate will contribute to knowledge-base maintenance and collaborate with supervisors on escalations and incident management.
Required Qualifications
- Ability to follow, document, and maintain standard procedures.
- Superior analytical and problem-solving abilities with keen attention to detail.
- Ability to respond to requests for technical assistance via phone and through other electronic means.
- Technical discipline to effectively perform routine assignments; as well as applied knowledge of established procedures, policies and practices.
- Ability to diagnose the cause of a problem in a complex environment and provide effective solutions quickly.
- Interpersonal and communication skills necessary to train others in computer system.
- Ability to simplify complex technical terms when assisting end-user.
- Ability to communicate problems with supervisors as they become known.
- Ability to meet deadlines
- Able to react to change productively and handle other essential tasks as assigned.
- Excellent written and verbal communication skills including interpersonal / customer service skills
- Must possess a strong commitment to high-quality customer service and solid work ethic
- Join the A-Team and experience the A-Life!
- Acquire Intelligence is an award-winning, global business outsourcer with 10,000 staff and over 16-years’ experience in delivering intelligent contact center and back-office functions for global businesses across many industries
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