IT Service Helpdesk L2

The IT Helpdesk Specialist L2 provides exceptional troubleshooting and customer service to all business partners. This includes receiving, prioritizing, documenting, and actively resolving end user service requests and Incidents. The Service Desk Engineer must have a passion for helping people and solving problem

Job Responsibilities:

• Develop and maintain an in-depth technical knowledge of Medical Solutions products, services and solutions.
• Assume full ownership and responsibility of all allocated support incidents, ensuring they are dealt with promptly and professionally and satisfactorily concluded.
• Keep IT Service Desk Leadership informed of any client satisfaction or relationship concerns.
• Actively work as a contributor for the process and procedures to help maintain the Service Desk success.
• Operational mindset: Have the ability to create efficient workflows and execute to deliver timely, accurate services.
• Help drive SLAs for better Service Desk customer satisfaction.
• Help maintain incidents and request backlog within the ITSM system.
• Update and Maintain company documentation.
• Help document known issues to ensure knowledge base articles are accurate.
• Proficient with ITSM ticketing software and remote access tools.
• Resourcefulness: the ability to figure things out independently and collaborate with peers when needed.

Job Qualifications:

• 3+ years providing desktop support or Service Desk support.
• Knowledge of PC computer hardware and common troubleshooting techniques.
• Demonstrated expertise working with Active Directory, Group Policy, and Microsoft OS (7 – 10).
• Thorough understanding of PC and application security in a Windows networked environment.
• Working knowledge of a range of diagnostic utilities.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• ITSM knowledge and experience.
• Foundational knowledge of ITIL processes.
• Passionate commitment to providing unparalleled customer service.
• Must be willing to work in the office at Bridgetowne, Quezon City
• Must be willing to work during US time zone

Preferences:

• Experience supporting Microsoft O365 (exposure to Azure a plus)
• ServiceNow experience.
• Experience of utilizing knowledge management processes or tools
• Knowledge and experience of best practice in customer service and/or IT service management

Benefits:

• Be part of a pioneer start-up team
• Health insurance + 2 Free Dependents
• 20% Night Differential
• Life insurance
• Staff meals provided daily

EQUAL EMPLOYMENT OPPORTUNITY

Worldwide Resource Solutions provides Equal Employment Opportunity in compliance with all applicable government laws, ensuring equal opportunity in all aspects of employment.

Data Privacy Disclaimer:

Worldwide Resource Solutions is committed to protecting your privacy. This privacy policy applies to the personal data collected and processed during the recruitment process. We will process your personal data in accordance with applicable data protection legislation.

Purpose of Processing:

Your personal data will be collected and processed solely for the purpose of recruitment and selection activities related to the advertised position. This includes assessing your qualifications for the role, communicating with you during the recruitment process, and making hiring decisions.

Types of Personal Data Collected:

We may collect and process the following types of personal data:

• Contact information (e.g., name, address, email address, phone number)

• Professional qualifications and work experience

• Educational background and certifications

• Employment history and references

• Any other information you voluntarily provide in your application

Legal Basis for Processing:

Processing of your personal data is necessary for the performance of a contract to which you are a party (i.e., to assess your suitability for employment) and for our legitimate interests in making employment decisions.

Data Retention:

Your personal data will be retained for as long as necessary to fulfill the purposes outlined in this privacy policy, unless a longer retention period is required or permitted by law.

Disclosure of Personal Data:

Your personal data may be disclosed to third parties only when necessary for the purposes of recruitment and selection, such as to external recruitment agencies or background check providers. We will ensure that any third parties processing your data on our behalf do so securely and in accordance with applicable data protection laws.

Security of Personal Data:

We have implemented appropriate technical and organizational measures to protect your personal data against unauthorized or unlawful processing and against accidental loss, destruction, or damage.

Your Rights:

You have the right to request access to, rectification of, or erasure of your personal data. You also have the right to restrict processing, object to processing, and the right to data portability. To exercise these rights, or if you have any questions regarding the processing of your personal data, please contact [email protected]

Consent:

By submitting your application, you consent to the processing of your personal data as described in this privacy policy.