Service Desk Specialist _ GSD Team at Astreya – Taguig

The Service Desk Specialist will support one of Astreyas key clients. The role will be responsible for troubleshooting and fixing personal computing hardware, OS, software, network and account issues and requests while striving to deliver brilliant customer service to the end-user. We're seeking life-long learners, motivated by curiosity, that enjoy solving problems and helping users be productive in their role through genuine care, understanding and optimism. This role will develop deep knowledge about the client organization and adhere to client policies, procedures and Astreya's best practices for delivering world-class IT support.

Scope:

• Intake, triage, response, route & resolution of all in-scope IT support tickets remotely via live (phone/chat/VC) and non-live (email/ticket) channels
• Applies company policies, support procedures and knowledgebase research to resolve a variety of issues and requests
• Works on problems of moderate but increasing complexity expertise is developed about client IT services & ecosystem
• Adheres to established service quality standards and best practices for IT support
• Resolves a wide range of issues applying structured methods for problem-solving
• Seasoned, experienced professional with a deep understanding of enterprise-level IT services
• Works on problems of a diverse and complex scope as a senior advisor to their teammates
• Works with minimal supervision required on day to day work, general instruction on new assignments

Your Roles and Responsibilities:

• Follow standard operating, ticketing procedures and work instructions to triage, route & resolve enterprise hardware and software issues for client staff.
• Responds to calls, chats and incoming tickets, contacts users and plans workload.
• Provide software and hardware troubleshooting support to employees to resolve common IT problems.
• Supports secure access to corporate resources, network/wireless connectivity and enterprise applications.
• Monitoring, updating and maintaining tickets in the client's ticketing system.
• Updates, tracks and escalates tickets to appropriate levels/group for resolution as required.
• Confirms resolution of request or issue with the user prior to closure.
• Coordinates with cross-functional team to increase knowledge and maximize their team's ability to resolve tickets on first contact
• Maintain equipment inventory, including processing RMAs and ordering new equipment.
• Update and maintain key knowledge sources to ensure relevance and accuracy over time.
• Other duties as required. This list is not meant to be a comprehensive inventory of all responsibilities assigned to this position.

Required Qualifications/Skills:

• Bachelors degree (B.S/B.A) from four-college or university and 5 to 8 years related experience and/or training; or equivalent combination of education and experience
• Technical acumen in enterprise-level personal computing (Windows/Mac/ChromeOS/Linux), mobile devices (iOS/Android), networks (WiFi/VPN), identity/access (MFA/AAD/File sharing), and general business applications
• Customer service ethic driven by the desire to help customers through genuine care, optimism and clear communication (oral & written)
• A structured problem-solver that enjoys investigating and isolating issues, using data to make decisions, and looking for ways to optimize tech or customer workflow to improve outcomes
• Networks with senior internal and external personnel in their area of expertise to help their team become as effective as possible
• Builds productive internal and external working relationships
• Exercises good judgment within defined procedures and practices to determine appropriate action
• Ability to work independently with minimal supervision
• Excellent coordination skills and a team player
• Ability to identify issues and escalate as needed
• Excellent written and oral communication skills
• Ability to accurately and effectively handle technical issues under time constraints
• Physical Demand & Work Environment:
• Must have the ability to perform office-related tasks which may include prolonged sitting or standing
• Must have the ability to move from place to place within an office environment
• Must be able to use a computer with high proficiency
• Must have the ability to communicate effectively and clearlySome positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers