The role involves providing IT support and managing service requests in a high-pressure environment, ensuring excellent customer service and adherence to service management processes.

In Short

Field incoming end user calls, emails, and tickets
Log all incidents and service requests accurately
Prioritize and schedule resolution of tickets
Ensure customer SLAs and expectations are met
Install and configure computer hardware and software
Investigate and resolve software and hardware faults
Adhere to service desk procedures
Mentor junior staff members
Act as an escalation point for team members
Support team and company culture

Requirements

Experience using ConnectWise or other ITSM tools
Excellent communication skills
High level of customer service
Good knowledge of End User Compute & Terminal Services
Experience managing desktop user profiles
ITIL Foundation certification is a plus
Experience supporting Microsoft products
Related IT diploma or degree
Experience supporting English speaking countries
Professional behavior when interacting with stakeholders

Benefits

Home-based work
Medical, dental coverage, and life insurance
Paid vacation and sick leave
Competitive salary package
Financial assistance program
Mandatory government benefits
Regular company events
Work-life balance
Career growth opportunities

ConnectOS

ConnectOS is a leading provider of offshore talent, specializing in delivering premium resourcing and productivity solutions to organizations in Australia, New Zealand, the US, Canada, and the UK. Established over a decade ago, ConnectOS has rapidly grown to become one of the fastest-growing offshoring companies globally. The company is dedicated to helping clients optimize their business operations and activate their capability strategies through innovative resourcing solutions. With a vibrant and modern work environment located in the heart of Manila, Philippines, ConnectOS fosters high employee engagement and satisfaction. The company is committed to professional development, offering competitive benefits and opportunities for growth, making it an employer of choice in the industry.

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