IT Ticket Helpdesk

Philippines
Full Time
Mid Level

Who we are:

eFlexervices is a BPO company with a legacy spanning 22 years, we've honed our craft in providing exceptional quality and building unshakable trust. At eFlex, we're not just a BPO company – we're your partners in success. Our approach is all about finding the perfect match between talent and the organizations we support. We're not just investing in our work; we're investing in people, optimizing performance, and maximizing efficiency. We are all about exceptional quality and unwavering trust.

What we are looking for:

Are you ready to take your expertise to the next level? At eFlexervices, we're not just hiring for an IT Ticket Helpdesk– we're empowering your talent to deliver quality and performance. Join us in shaping the success and making an impact that truly matters.

As an IT Ticket Helpdesk, you will delegate received tickets and assign them to the correct department. You will be responsible for monitoring tickets and should be able to understand which departments will help resolve these. You are expected to have excellent communication skills both written and verbal, be tech savvy, and have high attention to detail.

Responsibilities

  • Watch incoming tickets, identify how it will be best resolved
  • Manage tickets in a timely manner
  • Delegate or assign the tickets to corresponding departments that will help resolve the tickets
  • Diagnose and resolve tickets when needed
  • Provide suggestions in improve systems
  • Provide support to the team and customers via email, chat or phone
  • Good understanding of computer systems, softwares, mobile devices and other tech services and products
  • Direct unresolved issues to the next level of support personnel

Requirements

  • At least 1 year of experience in the same role
  • Must have at least 1 year of experience using ticketing systems or CRMs
  • BS IT, Computer Science or any related degree
  • Excellent communication skills
  • Have a high attention to detail
  • Must have experience in MSP
  • Must have good working knowledge in cloud computing
  • Must have experience supporting offshore clients
  • Must have good working knowledge in troubleshooting Mac OS or Mac Devices
  • Customer service orientation or experience a plus
  • Can work independently and with a team
  • Tech savvy with working knowledge of office automation products, databases and remote control

What you'll enjoy at eFlex

  • We live our values as playmakers, obsessed with learning, care personally about our colleagues and clients, are radically open-minded, and take pride in everything we do.
  • We offer a COMPETITIVE SALARY AND BENEFITS package. This includes a comprehensive HMO, optical reimbursements, and 13th Month Pay.
  • Opportunity to Work-From-Home if you’re residing outside Baguio, and hybrid if you are from Baguio City
  • Recharge and go on your next getaway or simply take time off for yourself through our flexible vacation & sick leaves. We want our team to be happy and healthy!
  • We support our employee's career growth and development by offering opportunities for promotion.

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