Senior Service Desk Technician - Eclaro Philippines
Quezon City 1126
About the Job
Role Title: Senior Service Desk Technician
ECLARO: A quick Summary
ECLARO is an award-winning professional services firm headquartered in New York City and operating in the U.S., Canada, UK, Ireland, Australia and the Philippines. We are dedicated to a singular purpose: providing the Right People to meet every client’s needs and solve business challenges through strategic staffing, permanent placement, custom outsourcing & offshoring. Utilizing our proprietary TRINIT-E® Service Maturity Model, we help clients implement programs to promote innovation, automation and process improvement.
About the role:
The Service Desk Technician is the first point of contact for all IT-related issues and requests within the organization. This role involves providing support to end-users, diagnosing hardware and software issues, and escalating more complex problems to the appropriate IT teams. The Service Desk Technician is responsible for maintaining a high level of customer service and ensuring that all issues are resolved in a timely manner.
As a Senior, this Service Desk Technician takes on additional responsibilities, including managing more complex support tickets, mentoring new Service Desk team members and contributing to the development of the Service Desk and IT Self-Service knowledge bases.
Essential Job Functions:
ECLARO: A quick Summary
ECLARO is an award-winning professional services firm headquartered in New York City and operating in the U.S., Canada, UK, Ireland, Australia and the Philippines. We are dedicated to a singular purpose: providing the Right People to meet every client’s needs and solve business challenges through strategic staffing, permanent placement, custom outsourcing & offshoring. Utilizing our proprietary TRINIT-E® Service Maturity Model, we help clients implement programs to promote innovation, automation and process improvement.
About the role:
The Service Desk Technician is the first point of contact for all IT-related issues and requests within the organization. This role involves providing support to end-users, diagnosing hardware and software issues, and escalating more complex problems to the appropriate IT teams. The Service Desk Technician is responsible for maintaining a high level of customer service and ensuring that all issues are resolved in a timely manner.
As a Senior, this Service Desk Technician takes on additional responsibilities, including managing more complex support tickets, mentoring new Service Desk team members and contributing to the development of the Service Desk and IT Self-Service knowledge bases.
Essential Job Functions:
- Respond to and resolve incoming IT support requests via tickets, calls, and chats.
- Resolve complex technical issues that require advanced troubleshooting.
- Track and monitor incidents to ensure timely resolution.
- Act as an escalation point for Service Desk Analysts.
- Mentor Associate Service Desk staff, providing guidance and technical expertise.
- Analyze recurring issues and contribute to problem management processes.
- Participate in the development and refinement of support procedures.
- Document issues, resolutions, and escalate complex problems to higher-level support teams.
- Bachelor's degree preferred, or 3+ years of Service Desk experience.
- 3-5 years of experience working in a Help Desk or Service Desk capacity.
- Strong communication skills and ability to work in a team environment.
- Proven ability to handle complex technical issues and escalations.
- In-depth knowledge of IT systems, software, and hardware.
- Understanding of ITIL processes and service management.
- Experience in mentoring other IT staff.
- Advanced Technical Support
- Customer Service Skills
- Problem Solving
- Critical Thinking
- Attention to Detail
- Time Management
- Documentation
- ITIL
- M365
- Active Directory
- Hardware
- Telephony
- Remote Support Tools
- ITSM Tools
- Security
- Networking
Source : Eclaro Philippines