IT Service Desk and Support | Cebu  

The IT Service Desk and Support
• Provides technical assistance and support and receives queries and user-reported issues related to computer systems, software and equipment;
• Is responsible for the installation, setup, configuration, repair, troubleshooting, backup and restoration of devices such as laptop, printer, IP phone, biometric device and CCTV;
• Responds to queries through phone, email, in person or remotely.

Duties and Responsibilities

• Responsible for the installation, set-up, maintenance, troubleshooting, repair and back up of laptop, desktop, printer, biometrics device and CCTV.
• Receive and respond to incoming calls and email messages, queries, complaints, and requests for technical assistance and support.
• Identify, analyze, gather information, resolve, route, and/or appropriately escalate user issues and conduct follow-up to ensure proper actions and resolutions were taken.
• Run diagnostic programs, analyze and record results for appropriate action.
• Create or record requests, update, monitor, manage and close tickets/cases in incident management or ticketing tool.
• Backup, reimage, reformat and restore laptops and desktops.
• Assist in canvassing of IT materials, equipment and licenses as required by the business units and coordinate with suppliers and vendors if necessary.
• Maintain and update records, IT asset inventory lists, CIT request forms, acknowledgment receipts, agreements, delivery receipts, etc.
• Actively participate in the status meeting to communicate progress and escalate risks and roadblocks.
• Prepare training materials and provide assistance in conducting the training to users or other members of the team.
• Responsible for the information security within the company by protecting confidential information from unauthorized access, ensuring the integrity of the information and information system, taking appropriate measures to manage security risks and following and complying with the laws, legislations and terms of contracts.
• Perform other duties as assigned, if necessary.

A. Minimum Education
• Graduate of Computer Science or equivalent

B. Minimum Experience/Training
• With 2 to 3 years relevant experience in IT support
• Familiarity, knowledge and some experiences with the following is an advantage:
o Laptop, desktop and printer troubleshooting, repair and backup
o CCTV cameras and video storage
o IP phones and multimedia
o Network switches and routers
o Biometric devices
o TeamViewer, Webex and remote desktop
o VPN client and endpoint protection (Anti-virus)

C. Competency
• Analytical, result-oriented, team player, fast learner and dynamic
• Can work with minimum supervision
• Working knowledge in information security and data protection
• Ability to assess security threats and incidents and apply appropriate action
• Effective communication skills
• Thorough; demonstrates attention to detail and accuracy
• Defines and organizes tasks, responsibilities, and priorities
• Takes responsibility for timely completion of work
• Passion to acquire and update skills and the ability to learn new tools and techniques quickly

Working Conditions
• Can handle multiple tasks
• Must be willing to work on-call and on extended hours