Primer Group of Companies
Primer Group of Companies

IT Helpdesk  

Primer Group of Companies

 
  • Manila, Philippines
    Primer Star Center, 2282 Leon Guinto Street, Malate, Manila 1004 Philippines, Manila, Metro Manila, Philippines
    Manila
    Metro Manila
    Philippines
    Philippines
  • Full timeFULL_TIME

Expired 7 years ago

2017-09-25T09:21:32.439000+00:00
Job closed.

Job Description

The IT Helpdesk shall be responsible in answering IT-related calls and inquiries, receiving IT service requests, creating tickets for IT services, and providing first level remote, phone and/or email support to end-users. The IT Helpdesk shall also be responsible in communicating with the end users and monitoring the status of their requests and/or reported incidents. The IT Helpdesk shall also handle escalations to the Desktop Support Technical Engineers or Subject Matter Experts as deemed necessary.

Duties and Responsibilities

  • Handle all end user calls to ICT hotlines.
  • Provide first level support to end users through remote, phone, and/or email communication.
  • Receive all ICT service request forms and ensure proper documentation in the ticketing system.
  • Monitor resolution of tickets in the ticketing system.
  • Communicate all updates, service level agreements, and service procedures to end users.
  • Provide initial diagnosis and investigation for all hardware and software issues.
  • Identify and escalate issues/situations to second and third level support requiring urgent attention.
  • Ensure proper assignment of technicians for critical incidents and/or requests.
  • Ensure proper documentation of a knowledge-based database for self-service solutions.
  • Ensure proper filing of all service request forms.
  • Generate basic reports for all created tickets.
  • Assist in creation of processes for IT services.
  • Assist in various infrastructure activities and/or projects if necessary (i.e. infrastructure installations, network cabling activities, etc.)
  • Perform other related tasks from time to time.

Minimum Qualifications

  • Candidate must possess at least a Bachelor's/College Degree, Computer Science/Information Technology or equivalent.
  • At least 1 year(s) of working experience in the related field is required for this position.
  • Applicants must be willing to work in Malate, Manila.
  • Preferably 1-4 Yrs Experienced Employees specializing in Technical & Helpdesk Support or equivalent.
  • Full-Time position(s) available.

Skills/Expertise/Competencies

  • Remote Desktop Support
  • Basic troubleshooting skills
  • Customer service skills
  • Problem-solving skills
  • Knowledgeable in Windows and MAC OS
  • Good verbal and written communication skills
  • Team player with the ability to work well independently
  • Ability to work with people from different leadership levels and handle difficult customers/situations

Perks and Benefits

  • FlexitimeFlexitime
  • Paid HolidaysPaid Holidays
  • Paid Vacation LeavePaid Vacation Leave
  • Paid Sick LeavePaid Sick Leave
  • Paid Bereavement/Family LeavePaid Bereavement/Family Leave
  • Maternity & Paternity LeaveMaternity & Paternity Leave
  • Single Parent LeaveSingle Parent Leave
  • Special Leave Benefits for WomenSpecial Leave Benefits for Women
  • Life InsuranceLife Insurance
  • Medical / Health InsuranceMedical / Health Insurance
  • Medical, Prescription, Dental, or Vision PlansMedical, Prescription, Dental, or Vision Plans
  • Employee DiscountsEmployee Discounts
  • Gym MembershipGym Membership
  • Performance BonusPerformance Bonus

Required Skills

  • Mac OS
  • Computer Networking
  • Computer Repair
  • Computer Troubleshooting
  • Computer Hardware Troubleshooting
  • Microsoft / MS Access
  • Microsoft / MS Exchange

Preferred Courses

  • Information Technology
  • Computer Science

Jobs Summary

Job Level
Entry Level / Junior, Apprentice
Job Category
IT and Software
Educational Requirement
Bachelor's degree graduate
Recruiter response to application
Often
Office Address
Primer Star Center, 2282 Leon Guinto Street, Malate, Manila 1004 Philippines, Manila, Metro Manila, Philippines
Industry
Retail Industry
Vacancy
1 opening
Website
http://www.primergrp.com/

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About Primer Group of Companies

Established in the Philippines in 1985, the Primer Group of Companies aims to be the leader in delivering superior customer experiences, and accomplishes this through the retail and distribution of the world’s top and premium consumer brands in outdoor, travel, footwear, fashion, action sports, wellness and urban lifestyle. It has also established a solid ground in the industrial products and services landscape offering green solutions, with companies in full-scale printing, air-conditioning, building efficiency and energy management system, and digital and creative graphic design services. The company is aggressively expanding to become the leader in the global distribution and innovation of premium goods and services. Its retail authority alone has grown to over 150 premium brands, with over 450 free-standing stores worldwide. Headquartered in Manila, Philippines, the Primer Group employs over 3,000; and has presence in Hong Kong, Indonesia, Japan, Malaysia, Singapore, Taiwan, Thailand, Vietnam, Australia, Europe, Middle East and Africa. Brands We Carry Retail Ace, Aetrex, Backjoy, Baggallini, Barracuda, Bering, Billabong, Black Diamond, Briggs & Riley, Brixton, Cabeau, Coghlan's, Columbia, DC, Delsey, Dr. Martens, Eagle Creek, FitFlop, Flossy, Fox, Freewaters, Go Travel, Granite Gear, Healthy Back Bag, Hedgren, Herschel, Hurley, Hydro Flask, Jansport, Keen, Kickers, Komono, MRKT, Millican, Mitchell & Ness, Mi-Pac, Mountain Hardwear, Nalgene, Native, O'Neill, Osprey, Outdoor Products, Parkland, Pauls Boutique, People, Polaroid Originals, Poler, prAna, Quiksilver, Raen, Rains, Regetta Canoe, Rock Space, Roncato, Roxy, Sakroots, Salomon, Seafolly, Sea to Summit, Sledgers, Spy, Stance, Staple, Teva, The North Face, Timbuk2, Travelon, Tretorn, Tumi, Victorinox, Volcom, World Traveller, XD Industrial Aircond Network Philippines Inc., Beyond Energy Solutions Technology Inc., Brushstroke Creatives, Designery, Primer Printing Services Inc., Rigel, Stellar Equipment & Machinery Inc., Union Inks and Graphics Inc., York Other Ventures Bee Choo, The Park, Arriva Ph (e-commerce) Our Concept Stores Bratpack, Flight 001, GRIND, Ladybag, Recreational Outdoor eXchange (R.O.X.), Res Toe Run, Sneakpeek, The Travel Club OUR VISION We at the Primer Group will be the leader in global distribution and innovation of premium goods and services. OUR MISSION To bring the world closer to our customers. OUR CORE VALUES • Entrepreneurial spirit • Passion for excellence • Integrity • Teamwork • Self discipline

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