Customer Service Associate (Helpdesk) | Philippines
- Provide first-level support for account access, password resets, and login issues.
- Manage user account setups, permissions, and group assignments.
- Maintain shared drives, email distribution lists, and collaboration tools.
- Support employee onboarding and offboarding from an IT access perspective.
- Coordinate requests for new or replacement equipment.
- Provide basic troubleshooting and maintenance for laptops, peripherals, and software applications.
- Log, track, and resolve IT tickets in a timely and professional manner.
- Assist with hardware configuration, installations, and updates.
- Monitor IT help channels or ticket queues and respond to user requests promptly.
- Collaborate with HR, Admin, and other departments to ensure smooth employee setup.
- Support system access requests, software installations, and minor network troubleshooting.
- Communicate clearly with employees regarding issue status and resolutions.
- Escalate complex technical issues to higher-level IT support or system administrators.
- Support the purchase or assignment of system licenses and software tools.
- Assist in maintaining IT documentation and access inventory records.
- Contribute to system and process improvement initiatives within the IT department.
- Proven experience in IT support, helpdesk, or technical assistance roles.
- Solid understanding of computer systems, mobile devices, and general IT operations.
- Familiarity with remote desktop applications and basic networking concepts.
- Excellent communication, problem-solving, and multitasking skills.
- Strong attention to detail and a commitment to delivering excellent service.
- Versatility in managing inquiries via email, chat, phone, and other platforms
- Proficiency in Microsoft Office applications, with at least average skills in MS Excel
- Commitment to completing all required initial training
- Willingness to work on shifting schedules, including weekends and holidays
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